Coconut Support is available through the Coconut Help Centre at help.coconutsoftware.com. When you open the Help Centre from within Coconut, you’re signed in automatically—no separate Zendesk login is required.
Note: You must log in to Coconut before accessing the Help Centre.
You can use the Help Centre to:
Search for help articles
Submit a support request
Track your existing requests
Reply to an open request with updates or follow-up details
Your exact options may vary based on your role and your organization’s Coconut support settings. In general, admins and designated support contacts can create tickets and view the request portal, while some staff may have Help Centre-only access.
Open the Coconut Help Centre
You can access the Coconut Help Centre directly at help.coconutsoftware.com, where you can search for articles, browse collections, and start a new request.
Figure 1: The Coconut Help Centre homepage, where you can search for articles, browse collections, or start a support request.
Access support from within Coconut
If you are working inside Coconut, there are two ways to reach Zendesk support:
Open Help Information and click Coconut Help Centre
Open Coconut Support if that menu option is available to you
Figure 2: The Help Information panel in Coconut, where users can open the Coconut Help Centre.
If Coconut Support is visible in the left-hand menu, it opens the Zendesk messaging widget directly inside Coconut.
Figure 3: The Coconut Support messaging widget opened directly inside Coconut.
Submit a support request
To submit a new request from the Help Centre:
Click Submit a request
Enter a clear subject
Add as much detail as possible in the description
Choose the appropriate priority
Attach screenshots or files if they help explain the issue
Click Submit
Required fields are marked with an asterisk (*). The more detail you include, the easier it is for support teams to investigate and respond effectively.
Figure 4: The Zendesk request form, where you can enter a subject, description, priority, and attachments.
Track and update your requests
To view your existing requests:
Click your profile icon in the upper-right corner of the Help Centre
Select Requests
Use My requests to see requests you created
Use Requests I am CC'd on to see requests you were copied on
Use search or filters to find a specific request
The Requests page shows your ticket subject, request ID, created date, last update, and current status.
Figure 5: The Requests page, where you can view, search, filter, and track your support requests.
Open a request and reply
When you open a request, you can:
Review the original request details
See the request status and priority
Check the most recent support response
Add a reply or follow-up details in the Add to conversation box
If the request status shows Awaiting your reply, our team is waiting on more information from you before we can continue troubleshooting.
Figure 6: An open request, showing the request number, current status, priority, and the Add to conversation field.
Figure 7: A request conversation thread, where you can read support replies and continue the conversation.
Signed out of the Help Centre?
If you sign out of the Coconut Help Centre, reopen it from the Help menu inside Coconut to regain access.
Figure 8: The signed-out Help Centre screen, which directs users back to Coconut to reopen support from the Help menu.
Helpful tips for faster support
For the fastest resolution:
Search the Help Centre first in case an article already answers your question
Include the exact issue, expected result, and what actually happened
Attach screenshots, recordings, or files when possible
Add any timing, urgency, or business impact that will help our team prioritize the request appropriately
If you do not see support options
If you do not see Coconut Support, the Coconut Help Centre link, or the ticket portal, your access may be limited by your role or your organization’s Coconut support settings.
If that happens, contact your internal Coconut admin or your primary support contact for help with access.