Tally and support

Choose The Support Path

The question-mark Help menu has three destinations:

• Live Chat opens the LedgerHQ support chat for a conversation with the support team;
• Help & Docs opens the searchable Help Center; and
• Product Ideas opens the product-feedback workspace.

Use a support ticket when an issue needs a durable case, attached evidence, status tracking, or later staff work. Live Chat does not create a ticket by itself.

Ask From The Page Where You Are Working

Open Tally from the support button while you are on the page related to your question. Each module has its own focused drawer — for example, Tally for Banking Feed, Tally for Reports, or Tally for Invoicing — that answers in that module's context. On the Firm Overview board, the topbar Tally button opens Tally for Firm, which answers questions about firm stats, client health, and what needs attention. The current page path and page title are included with the chat context, and detail pages keep their own conversation thread, so an invoice, report, client record, or request each gets its own history.

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 search safe bookkeeping context for the firm's companies, and starting from the right page gives it a better first clue.

What Tally Can Inspect

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.

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.

Ask Tally To Open Live Chat

In either the full Tally workspace or the Tally drawer, ask to open live support or talk with the customer support team. Tally can open Live Chat once in the current turn. The chat panel then belongs to the signed-in user; Tally does not write or send the human conversation.

Tally may also offer Live Chat once after she has checked Help and the relevant account evidence when the answer is still unclear, a required action belongs to LedgerHQ staff, or one supported resolution failed. She does not add Live Chat to routine answers or offer it merely because a question is complicated.

Opening Live Chat does not create a support ticket. Ask Tally separately to create a ticket when the issue needs tracked follow-up.

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.