Sign in with your Lexer account to continue
Lumen researches your support question across historical tickets, our FAQ, Slack, and learn.lexer.io, then hands back a resolution with clear next steps.
How intake works
Before searching, Lumen asks a few short questions to pin down your issue — the hub, the feature area, what you tried, and what went wrong. Answer one at a time and it'll compose a focused query for you.
Intake is capped at 4 questions — after that Lumen searches with whatever context it has, so front-load the important details.
Attaching files New
Use the paperclip to attach screenshots, PDFs or spreadsheets (.xlsx, .csv) at any point during intake. Up to 5 files per message, 4 MB total, and 20 pages per PDF. Anything you attach is carried through to the search and included if the issue is escalated.
Large spreadsheets are read as text and truncated — Lumen sees roughly the first 30,000 characters and will tell you when it was cut off, so treat answers about a big export as based on the top of it.
A PDF is only read on the message you attach it to — it isn't carried into follow-up questions, so re-attach it to ask about it again. Spreadsheet contents are remembered for the rest of the conversation.
New: attachments used to be images only. PDFs and spreadsheets now work everywhere images did — during intake, on a follow-up question, and on a Post comment to the Asana ticket. If a file can't be read (a password-protected PDF, a corrupt workbook) Lumen rejects it and says why rather than quietly answering without it.
Commenting on a support ticket New
Once an issue has been escalated, the chat bar gains a second button: Post comment. It sends your message and any attachments straight to the Asana ticket instead of asking Lumen — use it to explain what a screenshot shows, or to add anything the engineer picking it up will need.
Each comment appears in the thread as a dashed bubble with a delivery status — Posted to LMN-###, or a failure with a Retry link — so you always know whether it actually landed.
Changed: attaching an image to a normal chat message no longer posts it to the ticket. Send shows it to Lumen and keeps it for escalation; Post comment is now the only route to Asana — so there's never any doubt about what the ticket received.
Tips for accurate results
Example prompts