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If you run into a problem or have a question that the docs do not answer, you can contact our support team directly from your dashboard. Every conversation is tracked so nothing gets lost. To get here, click Support in the left sidebar (under Settings).

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Before You Submit

At the top of the Support page, you will see a banner linking to our Help Center (these docs). Many common questions are answered here — checking the docs first can save you time.

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Submitting a Ticket

1

Open the Support page

Click Support in the left sidebar. The ticket submission form is at the top of the page.
2

Enter a subject

Type a short, clear summary of your issue in the Subject field. Examples:
  • “AI not answering calls since Tuesday”
  • “Wrong price quoted to customers”
  • “Can’t connect Google Calendar”
3

Select a category

Choose the most relevant category from the Category dropdown:
4

Select a priority

Choose the urgency from the Priority dropdown:
5

Write your message

Describe the issue in the Message textarea. Include:
  • What you expected to happen
  • What actually happened
  • When it started
  • Any steps to reproduce the issue
The more detail you provide, the faster we can help.
6

Attach a file (optional)

Click the Attach File button to upload a screenshot or document. Supported formats:
  • Images: PNG, JPG
  • Documents: PDF, TXT, CSV
  • Maximum size: 10MB per file
Screenshots are especially helpful for UI issues — they show us exactly what you see.
7

Click Submit

Click the Submit button. You will see a green confirmation notification, and the ticket appears in your Ticket History below.
For urgent issues, include your AI phone number and the approximate time the issue occurred. This helps our team pull up your call logs and diagnose the problem faster.

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Ticket History

Below the submission form, you will see a Ticket History table showing all tickets you have submitted. Each row displays:

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Ticket Statuses

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Viewing a Ticket

1

Click a ticket row

Click on any ticket in the Ticket History table to open its detail view.
2

Read the conversation thread

The detail view shows a conversation thread with all messages between you and the support team. Messages are displayed as chat bubbles — your messages on one side, support replies on the other.
3

Check attachments

Any files you attached (or that support attached) appear as clickable links within the conversation.
4

See the status

The current status is displayed at the top of the ticket detail as a coloured badge.

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Replying to a Ticket

1

Open the ticket detail

Click the ticket in your Ticket History.
2

Type your reply

At the bottom of the conversation, you will see a reply input area with a text field.
3

Attach a file (optional)

Click the attach button next to the reply input to add a screenshot or document to your reply. Same file limits apply (PNG, JPG, PDF, TXT, CSV, 10MB max).
4

Send

Click Send (or press Enter). Your reply appears in the conversation thread immediately.

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Email Notifications

You do not need to check the dashboard constantly. Here is how notifications work:
  • When support replies to your ticket, you receive an email at the address on your account. The email includes the reply text and a link to view the full conversation in your dashboard.
  • When you reply via the dashboard, the support team is notified immediately.
  • Email replies also work: if you reply directly to a support notification email, your response is added to the ticket thread automatically.
Emails come from support@closethecall.com. Add this address to your contacts so replies do not end up in spam.

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Response Time Expectations

Our support hours are Monday to Friday, 9am to 6pm GMT. Urgent tickets submitted outside these hours are triaged first thing the next morning.
If your AI receptionist is completely down and you need immediate help, use the Urgent priority. Our team has automated alerts for urgent tickets.