Frequently Asked Questions
Common questions about using Jetson. ## Getting started ### How long does the initial import take? Depends on volume: | Conversations | Time | |---------------|------| | 100 | 2-5 minutes | | 500 | 10-15 minutes | | 1,000 | 20-30 minutes | | 5,000+ | 1-2 hours | You can leave the page during import. ### Can I import conversations from multiple mailboxes? Yes. Each HelpScout mailbox becomes a separate product in Jetson. Import each one independently. ### What if I don't use HelpScout? Jetson currently supports HelpScout only. Support for Intercom, Zendesk, and other platforms is planned. ## Classification ### How accurate is the AI classification? Most classifications are highly accurate. Lower confidence items are flagged for review. ### Can I customize the classification categories? The categories (Bug, Feature, No Action) are fixed. You can customize priority definitions for your context. ### What does "No Action" mean? Conversations classified as No Action don't create work items: - Billing/account questions - General greetings - Spam - Off-topic messages These don't indicate product bugs or feature needs. ## Work items ### Why don't I see a work item for a conversation? Possible reasons: - Classified as "No Action" - Merged with an existing duplicate - Below confidence threshold - Still processing Check the Messages view to see all conversations. ### How do I merge duplicate work items? Duplicates are handled automatically during import. To merge manually: 1. Go to Bug Reports or Feature Requests 2. Drag one item onto another to merge them 3. Customer counts combine ### Can I delete a work item? Work items can be resolved or deferred but not deleted. This preserves your history and metrics. ## Patterns and clustering ### Why are unrelated items clustered together? The clustering algorithm uses semantic similarity. Sometimes: - Different issues share similar language - Threshold settings are too loose Try lowering the threshold in Settings > Products. ### Why isn't anything being clustered? Possible causes: - Not enough similar items (need 3+ for a cluster) - Threshold too tight - Items are genuinely different Try raising the threshold or importing more conversations. ## Integrations ### Can I connect multiple HelpScout accounts? Each Jetson organization connects to one HelpScout account. Multiple mailboxes within that account work fine. ### What if my GitHub webhook isn't working? Check: 1. GitHub App is still installed 2. Repository permissions are correct 3. Webhook URL is accessible Try disconnecting and reconnecting GitHub. ### Can I use GitLab instead of GitHub? Not currently. GitHub is the only supported issue tracker. ## Privacy and security ### Does Jetson store my customer conversations? Yes, conversation content is stored to enable analysis and pattern detection. Data is encrypted at rest. ### Who can see my organization's data? Only approved members of your organization. Jetson staff don't access customer data for support. ### Can I delete all my data? Contact support to request complete data deletion. ## Billing ### How much does Jetson cost? $99/month flat rate, including: - Unlimited conversations - Unlimited team members - All features ### Is there a free trial? Contact us about trial options. ### Can I cancel anytime? Yes. Cancel through Settings > Billing. Your access continues until the current billing period ends. ## Troubleshooting ### The inbox isn't loading Try: 1. Refresh the page 2. Clear browser cache 3. Try a different browser 4. Check Jetson status page ### New conversations aren't appearing Check: 1. HelpScout connection in Settings 2. Webhook status 3. Time since conversation (may take a few minutes) ### I can't connect HelpScout Ensure: 1. You have admin access in HelpScout 2. Pop-ups are allowed for authorization 3. You're using a supported browser ### Import is taking too long Large imports can take hours. If it seems stuck: 1. Check the progress indicator 2. Try a smaller date range first 3. Contact support if no progress for 30+ minutes ## Getting help ### How do I contact support? Email [support@jet.sn](mailto:support@jet.sn) with: - Your account email - Description of the issue - Screenshots if helpful ### Is there a community forum? Not currently. Direct support is available via email. ### Where can I request features? Email your ideas to [support@jet.sn](mailto:support@jet.sn). We read every message.
