Tally and support

Tally is both LedgerHQ's supervised AI bookkeeper and the in-app support entry point. Every firm user can chat with Tally for product questions, workflow help, and support tickets. Companies on the LedgerHQ + Tally package also unlock Tally's bookkeeping work: inspecting the books, building work queues, starting jobs, preparing approvals, and running scheduled automation.

LedgerHQ Core companies stay in support-only mode. In that mode, Tally can answer product and billing questions and create support tickets, but it cannot inspect accounting data, read company books, search evidence, create jobs, run automations, prepare approvals, or work the bookkeeping queue. Upgrade the company to LedgerHQ + Tally from the firm's Billing tab when you want Tally to work that company's books.

Tally is still supervised. Even on LedgerHQ + Tally, it does not silently move, edit, post, unpost, exclude, unreconcile, recategorize, change billing, disconnect banks, or modify settings from casual chat. When a question requires one of those actions, Tally follows the job, authority, and approval path or creates a ticket with the right evidence.

The support path is still important even when Tally can inspect context. Some issues need staff review, environment checks, billing review, or product fixes. Tally should create a support ticket when the evidence points beyond an ordinary how-to answer. For the bookkeeping side of Tally, start with Tally AI bookkeeper.

Ask From The Page Where You Are Working

Open Tally from the support button while you are on the page related to your question. The current page path and page title are included with the chat context, which helps Tally understand whether you are asking about Bank Feeds, Fast Coding, reports, imports, billing, or a specific company workspace.

For example, asking "Why is this row not ready to post?" from Bank Feeds is more useful than asking the same question from a generic dashboard. Tally can still search safe bookkeeping context for LedgerHQ + Tally companies, but starting from the right page gives it a better first clue.

What Tally Can Inspect

For LedgerHQ + Tally companies, Tally can inspect firm and company context that the signed-in user is allowed to see. It can look at company lists, issue signals, billing summaries, bank feed health, recent imports, reconciliation status, statement coverage, client requests, and visible bookkeeping records such as bank transactions, journal entries, chart accounts, bank accounts, reconciliations, and import jobs.

For workflow questions, Tally should answer from the same surface you see in the app. If you ask what needs to be posted, Tally should count only coded rows that are ready to post in Bank Feeds or Fast Coding. Uncoded rows need coding first, pending-at-bank rows are visible but held out of action, excluded rows are not active work, and posted-but-unreconciled rows belong to Bank Recs rather than posting.

If you ask about a transaction or account, include the company name, amount, date, description, or account name. Tally can search with partial information, but precise details produce better answers.

For LedgerHQ Core companies, ask Tally how to use LedgerHQ or what billing package is needed. Tally should explain the upgrade path instead of trying to read the books.

When Tally Should Answer Directly

Tally can usually answer product questions, navigation questions, and simple record-explanation questions directly from Help docs and visible account context when the company has the right package. Examples include:

• where to upload a statement;
• why pending bank rows cannot be posted yet;
• what a rule-coded label means;
• where to review Activity;
• how to find a report export;
• why a reconciliation needs signed liability balances.

When Tally answers directly, it should still point to the relevant page or workflow so the user can verify the result.

When Tally Creates A Ticket

Tally should create a support ticket when the evidence is incomplete, the issue looks like a bug, the user reports a calculation problem, an import failed, a bank feed is unhealthy, a reconciliation does not make sense, billing access is blocked, or the answer requires staff review.

Tickets created from chat appear in the Tickets tab of the help drawer. Support can review the conversation, page context, and structured evidence instead of starting from scratch.

Tickets From Tally Work

Tally-created support tickets can be linked to the Tally conversation. This helps staff see what the user asked, which page they were on, and what evidence Tally had available. Staff still work the issue through the ticket system.

If a ticket concerns a bookkeeping action, include whether the work was only prepared, approved, completed, rejected, or vetoed. Those states matter when staff are trying to understand what changed.

What To Include In A Good Support Message

For imports, include the company name, file names, whether preview passed, and what result looked wrong. For bank feeds, include the bank or card account, the transaction date, amount, and whether the row is pending, uncoded, coded, or posted. For reports, include the report name, date range, account or line that looks wrong, and what you expected to see.

For billing, include the firm name and what access state you expected, but do not include card numbers or Stripe secrets. For API or MCP questions, include the endpoint or tool name, company id if relevant, and the error message with secrets removed.

For Tally evidence, include the file or screenshot when it is relevant, but do not upload passwords, API keys, Plaid credentials, Stripe secrets, or raw tokens. Evidence helps Tally and support understand the issue; it does not authorize unsafe actions by itself.