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Submit a support ticket

Create a request when you need help from our support team. You can also search the help guides or ask Olivia; trying those first is optional.

Who this is for: users with permission to create support requests. Ask your company administrator if you can view requests but cannot create one.

Create a request

  1. Open the support page from Support in your sidebar.
  2. On Support home, choose Create a request, or open My requests and choose New request.
  3. Select the Type of request and explain How much is this affecting you? Choose Our phone service is down only when that describes the impact.
  4. Enter a Short title (subject) and a Description. Explain what you expected, what happened instead, who is affected and what you have tried.
  5. For a technical issue, expand Calling or phone problem? Add an example if relevant. You can include affected extensions, a phone number, the call direction and when the issue started. These details are optional. Enter the start time in UK time, as labelled in the form.
  6. Choose Send request. After confirmation, the new request opens so you can continue the conversation.

If submission fails, the form displays an error and keeps your details. If it says the confirmation could not be loaded, check My requests before submitting the same issue again.

Follow up and reply

My requests lets you search by subject or request number. Its filters show:

  • Needs your reply: the support team needs more information from you.
  • With support: your request is open, in progress or being investigated.
  • Completed: resolved or closed requests, with their individual labels.

Open a request to read the conversation and any customer-visible replies from Olivia or support. Type in Your reply to the support team and choose Send reply. You can also use Ctrl+Enter or Cmd+Enter. A failed send keeps your draft on the page.

Choose Close this request when you no longer need help, and confirm the choice. Resolved or closed requests cannot receive new replies. Reply and close controls require permission to update requests.