Getting Help with Nina and the Support Hub

Nina (AI Chat Widget)

Where to Find Nina

Look for the floating chat button in the lower corner of the NinjaCat app. It's available on every page, so you never need to navigate away to get help.

When you open Nina, the app slides over and Nina docks as a full-height panel on the right side of the screen — it no longer floats as a small pop-up box. On smaller windows, Nina overlays the app instead of docking alongside it.

A small notification dot appears on the launcher button whenever there are new release notes you haven't seen yet. (This ties to the new What's New tab — see below.)

Opening Nina

When you open Nina, the panel header reads "NinjaCat Support," with the "All Systems Operational" status indicator shown directly beneath it in the header.

Nina opens directly into the Chat tab, where you'll see:

• A friendly greeting — "How can Nina help?" — along with a short intro
• A "No AI credits required" badge, so you know chatting with Nina is always free
• A "View recent conversations" link to jump into your history

Across the top of the panel are four tabs:

• Chat — Talk to Nina.
• History — Your recent conversations (previously called "Recent Conversations").
• Resources — Documentation, NinjaCademy, the Support Hub, and (for eligible users) a Data Services Request link.
• What's New — Recent NinjaCat release notes, surfaced right inside Nina.

Asking Questions

Nina supports multi-turn conversations — you can ask follow-up questions, clarify, or change direction without starting over. Nina searches NinjaCat documentation and NinjaCademy to give you accurate, platform-specific answers.

Context Awareness

Nina automatically knows which page you're on and can see most error messages displayed on your screen. You don't need to describe where you are or copy-paste error text — Nina already has that context and will factor it into her responses.

Attaching Screenshots

You can share a screenshot with Nina in two ways:

1. Click the paperclip icon in the chat input to browse and attach an image
2. Drag and drop an image file directly into the chat window

Nina will visually analyze the image and incorporate it into her response.

Automatic Ticket Creation

When Nina can't fully resolve your issue through conversation, she'll automatically work with you to create a support ticket in the background — no form to fill out. Here's what happens:

1. Nina confirms your email address
2. She creates the ticket on your behalf
3. She replies in the chat with your ticket number and confirmation that your ticket has been created. Further interactions on this ticket will happen via your confirmed email address but can be monitored in our new Support Hub.

Persistence Within a Session

Your conversation with Nina stays open as you navigate around NinjaCat. You can browse to a different page and come back — the chat will be right where you left it.

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Conversation History (History Tab)

Where to Find It

Open the History tab inside Nina to see all of your past chats in one place.

What You'll See

Each conversation displays a status badge so you know where things stand:

Filtering Conversations

Use the tabs at the top to filter your list:

• All — every conversation
• Active — currently open chats
• Resolved — completed conversations
• Escalated — conversations that became tickets

Resuming a Chat

Click any Active or Resolved conversation to pick up exactly where you left off. Nina will have full context from the previous exchange.

Escalated Conversations Are View-Only

Once a conversation has been escalated to a support ticket, it becomes view-only in your History. To continue the conversation, go to the Support Hub instead — that's where the ticket thread lives.

Deleting a Conversation

Each conversation in the list has a trash icon. Click it to delete — you'll be prompted to confirm before anything is removed.

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Resources Tab

The Resources tab gathers your learning and support destinations in one place (these previously lived on the old home screen):

• Documentation — A link to our documentation site.
• NinjaCademy — Self-guided training and certifications on the core concepts you need to succeed in NinjaCat.
• Support Hub — Jump straight to your tickets in the Support Hub.
• Data Services Request — Shown only to eligible agencies, this links to a Data Services Request.

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What's New Tab

The What's New tab surfaces recent NinjaCat release notes right inside Nina, so you can keep up with the latest changes without leaving the app.

Each release note shows:

• A date
• An Added or Improved tag
• A short summary

Click a note to expand the full note inline, or select "View release note" to open it in the documentation. A "See all release notes" link takes you to the full changelog.

A dot appears on the What's New tab (and on the Nina launcher button) whenever there are release notes newer than the last ones you viewed.

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Support Hub (Ticket Portal)

Where to Find It

Reach the Support Hub in two ways:

• The "Support Hub" link in the NinjaCat navigation
• The Support Hub link in Nina's Resources tab

Here you will see all of the tickets that you have submitted to support including those submitted via Nina.

Team-Wide View (Only available to System Admins)

The Support Hub by default shows just tickets that you have submitted. However if your NinjaCat Account has the "System Admin" role assigned to it you also have the ability to see all tickets submitted by your team via the Admin Button. This makes it easy for System Admins to monitor the status of open issues across your organization.

Filter Tabs with Live Counts

Use the tabs along the top to quickly focus on what matters:

• All — every ticket from your team
• Open — newly submitted, not yet in progress
• In Progress — actively being worked on by NinjaCat support
• Waiting — needs a response from your team
• Resolved — closed tickets

Each tab displays a live count so you always know what's pending.

Searching Tickets

Use the search bar to find tickets by:

• Subject — keywords from the ticket title
• Ticket ID — if you have the number from Nina's confirmation

Ticket Detail Panel

Click any ticket to open a side panel with the full conversation transcript, displayed as chat bubbles. You can see exactly what was discussed and how the issue progressed.

Export to CSV

Need to share ticket data or pull a report? Use the Export to CSV button to download the current filtered view. The export reflects whatever filter tab or search you have active.