Getting help
Help lives inside the product, at Support, the last entry in the left rail, and at Help and support in your account menu. It is one screen: an assistant that answers questions about Judicio, your tickets for when it cannot, and a way into these guides.
The screen opens on the question How can we help today?, over Ask the assistant for help with Judicio. If the answer is not in our guides, create a ticket and our team will take it from there. View guide, beside it, opens this page in a new tab.
What the assistant knows
Above the composer sits a card headed What the assistant knows, over Sent with your question and attached to any ticket you open. Switch a category off and it reaches neither.
It starts with four facts about your account: your Plan and its status; a date labelled Renews, Ends if the plan is set to cancel, or Trial ends during a trial; your Credits, as used out of your allowance; and your Organisation, with your role, its members and its seats, or Personal workspace if you are not in one.
Under the facts are four switches, all on until you turn one off. Manage hides and shows them.
| Switch | What it sends |
|---|---|
| Account and plan | Your first name, country, organisation and your role in it; your plan, its status, renewal, seats, payment provider and card brand; your credit balance; whether the account is blocked, and why; and which integrations are connected |
| Where you are | The part of Judicio you came from, how you reached Support, and any error you hit on the way, with your browser's language and time zone |
| Recent runs | Your last ten runs, failed and part-finished ones first: the feature, what it did, how it ended, the credits it used and the date |
| Product catalogue and docs | A summary of what each Judicio feature does, where it lives and what it costs, and these guides, which the assistant searches for every answer. Nothing about you |
Switching a category off keeps it out of the answer and off any ticket you raise, and the ticket notes that you chose not to share it. That holds for the catalogue too: with Product catalogue and docs off, the assistant is given neither the summary nor these guides, so it cannot look anything up, and it tells you so rather than answering from memory.
Whatever the switches say, the assistant never sees your documents, anything about other people in your organisation, your email address or your card number; at most it knows the card's brand. Nor can it change anything on your account. It cannot upgrade, cancel, refund or restore anything; it explains, and points you to the right screen or to a ticket.
Your switches are remembered in this browser, for your account only. On another browser, or after someone else has signed in on this one, they start on again.
Attaching a run
Beside the card, Attach a recent run lists up to five of your recent runs, failed and part-finished ones first, each with its feature, a coloured dot for how it ended and how long ago it ran. The header counts them, and a red badge counts any that failed.
The plus at the end of a row attaches that run to your question. It drops into the composer as a chip reading Run: and the run's title, and the assistant is told which run you mean, so you do not have to describe it. The composer's own Attach a recent run button offers the same runs. A question carries one run, so attaching another replaces the first. A run Judicio cannot identify is listed as Cannot be attached.
An attached run is described, never opened: the assistant learns its feature, what it did, how it ended and when, never the documents in it. It follows the Recent runs switch: with that off, the runs are hidden and no run goes with your question.
Ask the assistant
The composer sits under the card, with the placeholder Ask about features, billing, uploads, exports… Type a question and send it.
If you came to Support from another part of Judicio, a chip above the box names that page, for example Billing page. Its cross keeps the page out of the rest of this conversation, and out of a ticket you raise from it, without changing the Where you are switch.
While it works, a line above the answer names the step it is on, Searching the guides and then Writing the answer, with a timer beside it. The answer streams in as it is written, and a stop button appears in the composer until it is done.
The assistant answers from these guides, and shows its working: answers carry a Sources row of chips naming the pages they drew on. Each chip opens that page in a new tab. If an answer looks wrong, open the source and check it.
Before you have asked anything, a Start from section sits below the composer with the note Try a common question, or write your own above. and a few common questions, chosen for the part of Judicio you came from when Where you are is on. Pressing one sends it as your question.
Going back to a conversation
Below the assistant, Recent conversations lists your last five conversations with it, each with its title, how many turns it ran to and how long ago it was last used. Reopen loads one back into the assistant, answers and sources included, so you can carry on; the conversation on screen is marked Open instead. New conversation clears the assistant and starts again.
Conversations are kept, so leaving the page does not lose one. If you step away to raise or read a ticket, the conversation you were in is still there when you come back.
When the assistant cannot answer
If the assistant cannot find a clear answer, it says so rather than guessing. A card appears reading I couldn't find a clear answer for this one, over Want to open a support ticket? Our team will take it from here, and your chat is attached so you don't have to repeat yourself. Under it, The ticket will carry lists what goes with it: the conversation and how many turns it has, your plan, status, renewal and credits unless Account and plan is off, and any run you attached while Recent runs is on. Choose what to attach opens the ticket form at Attached from your chat, so you can take the conversation or the run off before you send it.
Create a ticket opens the ticket form already filled in. The subject is your first question, and the description summarises the chat, beginning I asked the Judicio assistant and still need help. Here is the chat: and then quoting each turn. A long chat keeps your first question and the latest turns, and says how many it left out. Change anything you like before sending.
Your tickets
Under the assistant sits Your tickets, with a count and a New ticket button in its header. Three tabs filter the list, each with its own count: Open holds tickets that are open or in progress, Resolved holds resolved and closed ones, and All, where the list starts, holds everything.
The table's columns are Subject, Area, Status and Updated. Each subject has the ticket's short reference under it, and a From chat badge when the ticket was raised from an assistant conversation. The status badge reads Open, In progress, Resolved or Closed, and Updated says how long ago the ticket last changed. Pressing a row, or the arrow at its end, opens the thread.
A ticket with a reply you have not read yet stands out: its row is tinted, a blue dot sits before the subject and the subject turns bold. The Open tab adds the number of unread replies. Opening the ticket marks them read.
The table shows ten tickets at a time. Rows per page, at its foot, changes that, and the arrows beside it page through the rest.
Before you have raised anything, the table reads No tickets yet, over Ask the assistant above, or open one directly., with a New ticket button of its own. If the list cannot be fetched it says Could not load your tickets. and offers Retry.
Raising a ticket
New ticket opens a form headed Create a support ticket, over Tell us what happened and our support team will follow up here.
| Field | What to put in it |
|---|---|
| Subject | One line. The placeholder asks Briefly, what's the issue? |
| Area | Which part of Judicio: Research, Document Review, Timeline, Drafting, Case Strategy, Translation, Review Matrix, File Library, Billing, Account or Other |
| Type | What kind of ticket: Question, Bug, Billing, Feature request or Other |
| Describe the issue | The detail. The placeholder asks What happened? What did you expect to happen? |
A Contact support link elsewhere in Judicio, on a failed payment or a locked account for example, opens this form with Area and Type already chosen. Otherwise Area starts on the part of Judicio you came from.
What goes with the ticket:
- The facts from What the assistant knows, as they stand when you submit, less any category you switched off.
- The assistant conversation, if you came from one. A section headed Attached from your chat says so, with how many turns it ran to and its opening lines. Detach takes it off the ticket, though its summary stays in the description until you delete it, and Attach again puts it back. A run you attached in the chat is listed there too, with its own Detach.
- Diagnostics, only if you ask for them.
Diagnostics we will attach appears only when the Type is a bug report, and changing the type away from a bug switches it off. Its switch starts off, reading Off - bug reports only, and while it is off nothing about your device goes with the ticket. Switch it on and the section opens to show what it adds: the App build, your Browser, your Window size and the Page you are on. The choice covers this one ticket, and the assistant is never given any of it.
Submit ticket sends it and opens the new ticket. Cancel returns to the Support home without sending. Both a subject and a description are required; without them the form says Please add a subject and a description.
Following a ticket
Opening a ticket shows its thread under a bar carrying the subject, a back arrow to the Support home, the status badge and, while the ticket is open or in progress, Mark as resolved. The thread is headed Ticket conversation, with its reference, how long ago it was opened, its area and its type, and a count of messages.
Two folded sections can sit above the messages:
- Attached context shows what went with the ticket, headed Captured when you opened this ticket or Captured from your chat with the assistant: your plan and credits, your organisation, the page and feature, any error you saw, your recent runs with the failures first, and diagnostics if you sent them. A category you switched off says You chose not to share this. instead of sitting blank.
- Linked conversation, on a ticket raised from the assistant, replays that chat turn by turn.
Your original description is the first message; replies from you and from the support team follow underneath, the team's under a Support label. A status change shows as a thin rule across the thread rather than as a message.
A composer at the foot takes your reply, with the placeholder Write a reply…
Mark as resolved asks first: We will stop working on it. You can still reply here, and replying reopens the ticket. A resolved ticket keeps its composer, with the note Replying reopens this ticket., and a reply sets it back to Open with its history intact.
A closed ticket has no composer. In its place sits a note, This ticket is closed. To follow up, open a new ticket or ask the support assistant., and a New ticket button that opens the form already filled in with the closed ticket's subject and area.
Where replies arrive
A reply from the support team reaches you three ways:
- An in-app notification under the bell, which opens the ticket itself. See Notifications.
- A count on Support in the left rail, of the replies you have not read yet.
- An email quoting the start of the reply, with a link to the ticket.
When the team resolves or closes a ticket you get a notification and an email too, so you can reply in time if you disagree.
When your account is blocked
Support stays reachable when the rest of Judicio is not. If your account is suspended, deactivated, past its trial or waiting on an upgrade, you can still open this page, ask the assistant, and raise and follow tickets. Where the account status screen offers Contact support, it opens the ticket form here with Area and Type already chosen.
With Account and plan on, the assistant knows why the account is blocked and can explain it in plain words.
Browse the guides
At the foot of the page, Browse the guides shows six of this site's categories, each with a line about it, its page count and, where it has one, a link to its FAQ. Each card opens its category in a new tab. A button under the grid shows every category and adds a Search the guides box that filters them as you type. Next to it, a link opens an email to support@judicio.ai.
The guided tour
Judicio can walk you round itself instead.
On your first sign-in a dialog opens reading Let's get you started with your first name, over a short description of what Judicio does. It offers three ways out: Show me around starts the walkthrough, Watch a short demo plays the dashboard demo and then returns you to the dialog, and Explore on my own dismisses it. Once you have started the walkthrough or dismissed the dialog, it does not come back.
The first time you open a tool you get a smaller, non-blocking card in the bottom right instead, headed for that tool, for example New to Research? Show me runs the walkthrough for that screen; Not now retires that prompt for good. Judicio shows at most one of these, or the welcome dialog, in a session.
The main tour is relaunchable at any time from Take a tour in your account menu. The tour and the welcome dialog's tour option are desktop only, because the walkthrough highlights the left rail, and a phone does not have one; the tool cards do not appear on a phone either. On a narrow screen the dialog offers a single Got it instead.
Email
If you cannot reach the app at all, write to support@judicio.ai.
Next steps
- Notifications - where Judicio tells you a run failed, or that support replied.
- Account status - what to do if you are locked out of your workspace.
- Navigating the dashboard - where Support and Take a tour live.