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Submit a support ticket

Raise a support ticket so our team can investigate an issue that Olivia couldn't fix on the spot.

Who this is for: everyday users and admins.

Before you start

  • A clear idea of what's wrong, including which extension or phone number is affected if it's call-related.
  • The rough date and time the problem started, if you know it — this helps us find the right call records.

Steps

  1. In the sidebar, under Support, select Help & Support.
  2. Try Ask Olivia first if you haven't already — she can often sort out common issues immediately without needing a ticket at all.
  3. To raise a ticket, select New Ticket in the top right. This opens the Create Support Ticket form.
  4. Fill in a Subject and choose a Category (Technical Issue, Billing Question, Feature Request, or General Inquiry) and a Priority (Low, Medium, High, or Urgent — pick Urgent only if the system is actually down).
  5. If it's relevant, fill in the Affected extensions (for example 1001, 1002), the Affected phone number, the Call direction (Inbound, Outbound, Internal, or Inbound and outbound), and When did this start?. None of these four are required, but the more detail you give, the faster we can help.
  6. Write a full description of the issue in the Description field, then select Create Ticket. You'll be taken straight to your new ticket, and a confirmation email is sent to you.
  7. Your ticket list shows a status badge for each ticket — Open, In Progress, Investigating, Waiting for You, Resolved, or Closed — plus an AI Investigated marker once Olivia has looked into it behind the scenes.
  8. Open a ticket to see its full history and reply to our team: type a message in the box at the bottom and send it. Once you're happy the issue is sorted, select Close Ticket at the top of the page.

Screenshot

Screenshot of the Help & Support page with the ticket list and the Create Support Ticket form open, showing the Subject, Category, Priority, and Description fields.

Ask Olivia

You can also ask Olivia, the in-portal assistant, to walk you through this.