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Tickets are the last resort: for a this Call ID that When something breaks and Claude or ChatGPT could not fix. Most “it is down” reports are a missing attach, a Draft campaign, or the test PIN - not a platform outage.

The help control is Help & support (question mark) in the top bar (Docs, feedback & contact). It is not the sidebar Live Support row. That one is for chats handed to your team.

Help and support menu Contact Support Feature Requests
sup-helpExpand

Ask Claude or ChatGPT first

Section titled “Ask Claude or ChatGPT first”

With Claude or ChatGPT connected, most issues are solved in the chat, faster than a ticket. It reads the same data support would: the call, its transcript, the SIP log, the agent’s settings.

  • “How do I connect my carrier?” - you get the setup guide from these docs, step by step, and it offers to do each step for you.
  • “Why did the call from +30 69… at 10:15 drop?” - it opens the call and the SIP log and tells you the cause.
  • “Why are calls to our number failing?” - it checks the trunk, the route and the agent attached to the number.
  • “The agent gave the wrong opening hours - fix it.” - it finds the wrong answer and corrects the knowledge or the prompt.

It changes nothing live without asking you first. More requests: What you can ask.

A ticket is the last resort. Open one when the chat could not fix it, or says the problem is on the platform side. Ask “Open a support ticket for this” - it files it with the Call ID and what it already checked, and you follow the replies in the same chat.

Why the ticket exists

Section titled “Why the ticket exists”

Support can open the recording, SIP log, and agent from a Call ID. Without that id they are guessing which company, which agent, and which minute.

  1. When something breaks - the matching page already failed.
  2. Calls - the row exists. Copy the Call ID from the open call header.
  3. The change was saved. You called this agent’s number.
Call detail with Call ID
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The four menu rows

Section titled “The four menu rows”
Contact SupportSTART HERE
ticket list + New Ticket
Feature Requests
vote board - not a ticket type
What's new
shipped changes
Documentation
this site

Feature Requests is its own board (Vote on the ideas you want us to build next). Do not pick a ticket Type for an idea - Type is only Support or Bug Report.

Feature Requests board
sup-featuresExpand

The top banner Create a ticket and Help & support - Contact Support both reach tickets.

Which path

Section titled “Which path”
Something does not work and I use Claude or ChatGPT
TURN ONAsk in the chatNEEDSDescribe it in plain words. It checks the call, logs and settings, and fixes what it can. It opens the ticket for you if it cannot.
A call / campaign / transfer failed
TURN ONCall ID then a ticketNEEDSOpen the row on Calls. Prefer Report on that drawer when shown - it stamps the id. Or Contact Support and paste it.
I know which tab is wrong
TURN ONThe symptom mapNEEDSWhen something breaks. Language, digits, and slots are Common questions.
I want a feature
TURN ONFeature RequestsNEEDSHelp & support - Feature Requests. Vote or + Feature Request there. Not a ticket.
I cannot open the app
TURN ONEmailNEEDSsupport@voicelogica.ai - same Call ID in the subject.

There is no phone queue. One issue per ticket. A Closed ticket does not take replies - New Ticket.

Next Steps

Section titled “Next Steps”
Claude and ChatGPT - connect it and solve issues in the chat.Contact Support - + New Ticket, or Report from the call.When something breaks.