One inbox. Answered by the person who wrote the code.
No ticket portal and no first line script. Write to us in English or Dutch, add the details below, and you get a straight answer.
Email Dortus
One address for every Dortus app. Anything that blocks collections or breaks a page jumps the queue ahead of feature questions.
What you get back
- A first reply within one business day, Monday to Friday.
- A clear verdict: bug, setting, or not supported.
- For a confirmed bug, a fix estimate and a note when it ships.
- For a feature request, an honest yes, no, or not soon. No invented roadmap.
- No sales follow up because you asked a support question.
Tell us where you are and what you saw
Most back and forth comes from a missing store or site name. One extra line usually saves a day.
MailView for Jira and Jira Service Management
Send us what you saw, not the email itself. MailView runs inside your Jira site and we have no access to your data, so a description is all we need.
- Your Atlassian site URL (yoursite.atlassian.net) and the work item key, for example SUP-123
- The file type (.msg, .eml, or no extension) and its size
- What the panel showed: the exact message text, or "no panel"
- Whether it happened in Jira, in the JSM agent view, or in the full view (Open in full view)
- Your browser and whether an ad blocker or strict privacy setting is on
- If you can share the file: only a test email or one without personal data, never a real customer email
MailView for Confluence
Same as above: a description, not the email.
- Your Atlassian site URL and the page URL
- Whether you used the "Email (MailView)" macro or "Emails on this page"
- The file type (.msg, .eml, or no extension) and its size
- What you saw on the page and in the PDF or Word export, if that is where it went wrong
Arrears for Shopify
- Your store domain, for example acme.myshopify.com
- The screen: aging, company, statements, reminders, payments, holds
- The company name or order number involved
- What you expected versus what the screen showed
AskSpace for Confluence
- Your Atlassian site URL and the space key
- Whether you are a space admin or a regular user
- The ask and answer permissions for that space
- A screenshot of the question or the list
Mermaid Live Preview
- Your Atlassian site URL and the page title
- The diagram source that fails to render
- The diagram type: flowchart, sequence, or timeline
- Any error text shown inside the macro
Questions that come up most
Arrears shows a balance I do not recognise
Arrears builds aging from Shopify payment schedules. If an order was paid outside Shopify, record that payment in Arrears so the allocation matches your bank.
A reminder did not go out
Check the reminder history on the company. Manual sends need approval in the Ready queue, and daily automatic sending is a paid plan feature.
A held company still reaches checkout
Holds turn B2B checkout into a draft order. Send us the store domain and the company name and we will trace the specific attempt.
AskSpace is not visible in my space
Question and answer is per space and off by default. A space admin turns it on, then sets who may ask and who may answer.
How do I cancel or get a refund?
Billing runs through the platform: Shopify for Arrears, the Atlassian Marketplace for the Confluence apps. Cancel there, and email us if an invoice looks wrong.
The MailView panel does not appear on a work item
It only appears on work items with an .msg or .eml attachment, or a file without a known file type (such as a forwarded email without an extension). Open the work item and add MailView under Apps, or ask a Jira admin to turn it on for every work item with an email attachment from the panel menu: Show for all work items. Files over 10 MB show a download link instead. It is not available in the JSM customer portal.
The boring pages, written plainly
What each app stores, where it runs, and the rules you agree to when you install.