Frequently Asked Questions

Common questions about using Jetson.

Getting started

How long does the initial import take?

Depends on volume:

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 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. We read every message.

Related topics

• Getting Started with Jetson - Quick start guide
• Importing Conversations - Detailed import guide
• Why Don't I See Any Work Items? - Troubleshooting empty inbox
• New Conversations Aren't Appearing - Troubleshooting webhooks