eXpress Support

Welcome to the eXpress Support Center!

Here you will find information about the capabilities of the eXpress app — for users, administrators, and technical support. Each section describes the app’s features and ways to resolve potential issues.

How to Search for Information

Use keyword search:

• Enter your query (for example, an error message) in the search field at the top of the page.
• Press Enter to see relevant articles.

We recommend exploring all sections to master eXpress more effectively.

If you haven’t found the answer in this support section, contact the eXpress support. eXpress support is divided into customer support and technical support.

Customer Support

Customer support is free and available to all users. It handles requests from end users of the client app.

Working hours: from 8:00 AM to 9:00 PM on weekdays and from 10:00 AM to 6:00 PM on weekends and holidays (Moscow time) or from 05:00 to 18:00 on weekdays and from 07:00 to 15:00 on weekends and holidays (UTC).

You can contact customer support in the following ways:

• click one of the buttons above on this page;
• in the app, select Settings (avatar button) > Contact support;
  Your organization’s administrator can configure your organization’s support contacts here.
• click the support button on the app login screen;
• call the eXpress hotline.

You can also join your organization’s internal chat with eXpress support — check with your eXpress account manager for details.

Technical Support

Technical support is available under a service contract, warranty, or special conditions. It handles requests related to the server-side operation of the app from system administrators or customer partners.

Working hours: depend on the contract and service terms.

If you are a system administrator, review the information:

• in the “For Administrators” expandable blocks:
  For Administrators: Example Expandable Block

  Additional information for administrators.

• in the “Technical Support for Administrators” section, which also lists the contacts for technical support.

Before contacting support, perform the following steps.

Regularly Install Updates

It is recommended to use the latest version of the app. Updates contain bug fixes and new features. If your organization uses a corporate app other than eXpress, contact your organization’s support or follow the provided instructions.

The server software is updated by the organization’s system administrators, or eXpress technical support or deployment specialists.

❓ Related Topics:

• Versions, Engineering Menu, and Logs
• Client App and Server Software Updates

Try to Troubleshoot the Issue Yourself

Perform the following steps:

1. Check Network Settings:
   • Ensure the device is connected to a stable internet connection (Wi-Fi or mobile network). Switch to another network if necessary.
   • Disable VPN, firewall, proxy server, or antivirus if they might block data transmission.
   • Check if there are any network traffic restrictions. If the issue persists, contact your organization's system administrator or support team.
2. Reload the App:
   • Web and desktop app: press Ctrl (Cmd) + R.
   • Mobile app: close it via the recent apps list and reopen it.
3. Sign Off and Sign Back In:
   1. Open Settings (avatar above the chat list).
   2. Select Close session.
   3. Sign in again using your phone number (required, if it exists!), email address, or server address (not via QR code).
4. Clear the cache or reinstall the app (details).
5. Review troubleshooting recommendations in the relevant support sections.

Gather Information and Contact Support

If the issue persists, prepare diagnostic data and contact your organization's support team or the eXpress support.

If you have a suggestion for expanding the app’s functionality, contact eXpress support. Your request might already be in the development pipeline.

How to Request a New Feature

• Write to eXpress support using the buttons above.
• Contact the support using the internal chat in eXpress. If you don’t have access to the chat, reach out to your organization’s support or the eXpress account manager. A link to the created Jira ticket will be sent to the dedicated eXpress chat.

What to Include in the Request

• The essence of the request: what exactly needs to be changed or added, in which section of the app, and under what conditions it will be used;
• The client platform the request relates to (Web, mobile app, etc.);
• How frequently users request this feature;
• Your assessment of the feature’s importance or priority.

Support specialists may ask follow-up questions. After discussion, they will either forward the request to development or explain why it cannot be implemented.

Additional Options

• Integration with other systems via bots and Smart Apps: documentation.
• Customizations for existing systems: discuss with the sales department.

Each organization that contacts eXpress support has a separate request registry on the Jira portal. To access the registry, contact eXpress support.

Main Portal Sections

• Free eXpress Customer Support . In this section, you (currently) cannot create requests but can track existing tickets. Customer support requests do not have SLA. Deadlines and solutions depend on developers and may change. Support informs whether the task is taken into the sprint, planned for implementation, or rejected.
• Paid eXpress Technical Support . Here, you can create and track requests under the maintenance agreement. Terms and SLA should be clarified with your eXpress account or product manager.

You can clarify ticket information at any time through support or independently—via email notifications or by accessing the Jira portal.

How to Use the Support Portal

Access Request

If you do not have access to the portal, request it in the internal chat with eXpress support. An invitation will be sent to the specified email. Follow the link in the email, register, and set a password. To access the chat, contact your organization’s support or the eXpress account/product manager.

If the invitation email does not arrive, check your spam folder or try using a different email address.

Portal Login

Go to the customer support section or technical support section.

If you forgot your password, recover it via the form or contact eXpress support to send a new invitation.

Working With Requests

All your organization’s requests are available in the Requests > All Requests section. You can:

• leave a comment (Comment on this request);
• close the request (Resolve) if the issue is resolved;
• cancel (Cancel) if the issue or task is no longer relevant (it is recommended to comment and wait for support’s response).

To create a technical support request, select the request type and fill out the form.

Request Statuses

• Waiting for Support — awaiting acceptance for work.
• Waiting for Customer — additional information is required (see the latest comment).
• Check — support is verifying or reproducing the error.
• In Progress — request is in progress.
• Escalated — forwarded to development.
• Analyse — information is being analyzed.
• Backlog — task added to the development queue.
• In Development — development is in progress.
• On Hold — paused (no response from the requester or at their request).
• Release Waiting — fix or feature awaits release.
• Resolved — issue resolved.
• Canceled — issue cannot be reproduced or the task will not be implemented.
• Closed — request closed (commenting is unavailable).

Request Priorities

• High/Highest — critical issue, blocks work, requires urgent resolution.
• Medium — issue occurs frequently but does not block work (or has a temporary workaround).
• Low/Lowest — minor task or rarely occurring issue.