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Getting Help

The Support pane connects you to the AEX support team directly within the platform. You can submit requests, chat with an AI support agent, and review your conversation history — without leaving your trading workspace.

Accessing support​

Open the Support pane in either of two ways:

  • Help menu — click the ? (help) icon in the navigation bar, then select Contact Support
  • Workspace — add a Support pane to any workspace panel using the pane type selector

Contact details​

The support team's phone number and email address are always displayed at the top of the Support pane, regardless of whether the live support feature is available. You can click the phone number or email address to call or email directly.

note

If live support is disabled for your environment, the pane shows only the contact details and a message indicating that live support is unavailable. You can still reach the team by phone or email.

Submitting a request​

The New tab contains the request form. Fill in three fields:

Type​

Choose the category that best describes your request:

TypeUse when
Bug ReportSomething is not working as expected
Feature RequestYou would like a new capability added
QuestionYou need clarification or guidance

Area​

Select the part of the platform your request relates to:

  • Trading / Orders
  • Credit
  • Market Data
  • Account / Auth
  • Other

Description​

Describe your issue or question in the text area. Be as specific as possible — include contract codes, order IDs, or timestamps where relevant.

When you are ready, click Start Conversation. The support agent will respond shortly.

The AI support agent​

AEX Support uses an AI agent to handle your request. The agent can:

  • Answer questions about platform features and workflows
  • Help triage bug reports by gathering relevant details
  • Handle feature requests and log them for the product team
  • Check existing issues and create GitHub issues for confirmed bugs or enhancements

The agent responds in the chat interface below your initial message. You can continue the conversation by typing follow-up messages.

Chat interface​

Once you start a conversation, the chat view opens automatically:

  • Your messages appear on the right in the accent colour
  • AEX Support (the AI agent) replies on the left
  • Operator messages — shown with a yellow highlight — are direct responses from a human support team member when escalated

Type your message in the input field at the bottom and press Enter (or Shift+Enter for a new line). Click the Send button to submit. While the agent is preparing a response, a Thinking... indicator appears.

tip

Use Shift+Enter to add line breaks in your message when you need to include structured information such as steps to reproduce a bug.

Conversation history​

The History tab lists all your past conversations. Each entry shows:

  • The conversation subject
  • The request type icon (bug, feature request, or question)
  • Status badge (Open, Resolved, or Escalated)
  • Time since the last update

Click any conversation to reopen it and continue where you left off.

Resolving a conversation​

When your issue is resolved, click Resolve in the top-right corner of the chat view. The conversation status changes to Resolved and the input field is hidden. Resolved conversations remain visible in your history.

caution

Once resolved, you cannot reopen a conversation. Start a new request if you need to raise a related follow-up.

What happens behind the scenes​

When you submit a request, the support agent:

  1. Reads your description and the context you provided (type and area)
  2. Checks the platform's existing issue tracker for related bugs or feature requests
  3. Responds with an answer, asks for more details, or confirms that an issue has been logged
  4. Creates a GitHub issue for verified bugs or accepted feature requests, linking it to your conversation

You do not need to take any action for this process — the agent handles it automatically.

Next steps​