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.Submitting a Ticket
Open the Support page
Click Support in the left sidebar. The ticket submission form is at the top of the page.
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”
Select a category
Choose the most relevant category from the Category dropdown:
| Category | When to use |
|---|---|
| Technical | Something is broken or not working as expected |
| Billing | Questions about charges, plans, invoices, or payment |
| General | General questions or “how do I…?” queries |
| Feature Request | You want a feature that does not exist yet |
| Bug | You found a specific bug and can describe how to reproduce it |
Select a priority
Choose the urgency from the Priority dropdown:
| Priority | When to use |
|---|---|
| Normal | Not urgent — you can wait a day or two |
| High | Affecting your business but you have a workaround |
| Urgent | Your AI receptionist is down or a critical feature is broken with no workaround |
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
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
Ticket History
Below the submission form, you will see a Ticket History table showing all tickets you have submitted. Each row displays:| Column | What it shows |
|---|---|
| Subject | The title you gave the ticket |
| Status | Current status (see below) |
| Category | The category you selected |
| Priority | Normal, High, or Urgent |
| Date | When you submitted the ticket |
Ticket Statuses
| Status | What it means |
|---|---|
| Open | Your ticket has been received and is waiting for a support team member to pick it up. |
| In Progress | A team member is actively working on your issue. |
| Resolved | The issue has been fixed or answered. You can reopen it if you disagree. |
| Closed | The ticket is fully complete and archived. |
Viewing a Ticket
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.
Check attachments
Any files you attached (or that support attached) appear as clickable links within the conversation.
Replying to a Ticket
Type your reply
At the bottom of the conversation, you will see a reply input area with a text field.
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).
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.Response Time Expectations
| Priority | First Response Target |
|---|---|
| Urgent | Within 2 hours during business hours |
| High | Within 4 hours during business hours |
| Normal | Within 1 business day |