> ## Documentation Index
> Fetch the complete documentation index at: https://docs.closethecall.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Support Tickets
> Get help from the CloseTheCall team — submit tickets, track progress, and communicate until your issue is resolved.
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).
***
## 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
Click **Support** in the left sidebar. The ticket submission form is at the top of the page.
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"
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 |
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 |
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.
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.
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.
***
## 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
Click on any ticket in the Ticket History table to open its detail view.
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.
Any files you attached (or that support attached) appear as clickable links within the conversation.
The current status is displayed at the top of the ticket detail as a coloured badge.
***
## Replying to a Ticket
Click the ticket in your Ticket History.
At the bottom of the conversation, you will see a **reply input** area with a text field.
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).
Click **Send** (or press Enter). Your reply appears in the conversation thread immediately.
***
## 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 |
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.