Helix QA Workbench is an AI QA workbench developed and supported by PiAI Solutions. Helix transforms Azure DevOps and Jira work items into editable Playwright tests, executes them against your applications, and helps teams maintain test coverage as requirements evolve.
This page explains how to contact support, access documentation, and raise issues with the information required for efficient resolution.
Getting help
Our support team can help with installation, configuration, licensing, integrations, troubleshooting and operational issues.
Support email
helixsupport@piaisolutions.com
Support portal
https://piaisolutions.com/helix-support/
Support phone
0800 599 9949
For the fastest resolution, please use the support portal or email and include the information listed below.
Before You Contact Us
To help us investigate and resolve issues quickly, please provide:
Support Plans
Support entitlements, response targets, service levels and escalation routes are defined within your Helix Support Plan documentation.
If you are unsure which support plan applies to your organisation, please contact the support team.
Documentation and Resources
The following resources are available to Helix customers:
Please refer to the product documentation before raising configuration or deployment-related queries, as many common questions are covered there.
Common Issues
Unable to access the Helix interface
Confirm that the Helix services are running and that the application is reachable from your network.
Azure DevOps or Jira integration issues
Verify that integration credentials are valid and that connectivity to the configured platform is available.
Test generation or execution failures
Review the associated error messages and logs, and confirm that all required external services are available and correctly configured.
Deployment or upgrade issues
Check deployment logs and verify that all prerequisites from the Installation Guide have been met.
Licensing issues
Ensure that the correct licence key has been applied and include the first eight characters of the licence key when contacting support.
Escalations
Where additional investigation is required, issues will be escalated to the appropriate engineering teams through the support process.
Customers with enhanced support plans should follow the escalation process defined within their Support Plan documentation.
To ensure issues are tracked and managed correctly, all requests should be raised through the support portal or support email in the first instance.
Privacy and Data Handling
Information relating to privacy, security and data handling is available within the Helix QA Workbench Privacy Policy and associated product documentation.