Getting In-Product Support in Penelope

As of May 20, 2026, Penelope's in-product support experience has changed. This article covers how the new support solution works and how to access your past support tickets.

How to use in-product support

After logging into Penelope, look for the question mark icon in the lower-right corner of your screen. Click it to open the chat window.

Type your question in plain language — the chat will respond with answers sourced from Penelope's help center. It works best for how-to, navigation, and workflow questions about Penelope.

If you still need help after reviewing the response, you can request to connect with a support agent. You'll be prompted to fill out a short form — a member of the team will follow up by email.

Note: If you submit a support ticket through this window, you can fill out the ticket form in your preferred language — multilingual translation is supported. However, the in-product chat does not currently support real-time translation.

How to view past support tickets

You can access up to two years of support history in the Bonterra support portal at bonterra.zendesk.com.

If this is your first time accessing the portal, click Sign up and use the email address associated with your Penelope account — that's how the portal connects you to your past tickets.

Once logged in, navigate to My Requests to view open and past tickets. From within any ticket you can review the full conversation thread, check the current status, reply to add more information or reopen a solved ticket if your issue wasn't fully resolved.

How to submit a new support ticket

If you have a new question or issue, you can submit a support request directly from the Bonterra support portal without going through the chat widget. Look for the 'Submit a Request' button and complete the form with details about your issue. A member of the support team will follow up by email.

Tip: Include as much detail as possible when submitting a request, such as the feature you're working in, the steps you've already tried, and any error messages you've seen. This helps the support team resolve your issue faster.

Have additional questions? Reach out to Support through the in-product support solution or by emailing [e-mail].