#Support Tickets

#Overview

The AiDial portal includes a support ticket workflow for questions, access issues, billing questions, and operational requests. Use it when you need AiDial or your delivery partner to review a portal issue with the right account context.

Support tickets are available to customer and partner portal users according to role. Your request is scoped to your signed-in organisation and, when relevant, to the selected client or project.

#When to Create a Ticket

Create a support ticket when you need help with:

• signing in, MFA, or access problems
• billing questions or invoice follow-up
• call history, dashboard, or reporting questions
• settings changes that are not available to your role
• project configuration questions that need partner or AiDial review
• a suspected incident or degraded portal experience

For urgent service-impacting issues, use your agreed escalation path as well as opening a ticket.

#Creating a Ticket

1. Sign in to the AiDial portal.
2. Open Support from the portal navigation.
3. Select New ticket.
4. Choose the category that best matches your request.
5. Add a short subject and a clear description.
6. Select a priority that reflects the business impact.
7. Add a related call reference only when the question is about a specific call.
8. Submit the ticket.

Do not include passwords, API keys, recovery codes, full payment details, or other secrets in a ticket. AiDial support will never ask you to paste one-time MFA codes or raw secret values.

#Ticket Categories

#Priority Guide

Choose the priority carefully. Overstating priority can slow triage because support may need extra clarification before acting.

#Following Up

The Support page lists your tickets with status, priority, category, requester, and last update time. Open a ticket to review its details and comments.

You can add a comment when you have more information or need to clarify the request. Keep comments focused on the issue and avoid adding secrets or unnecessary personal information.

#Statuses

Some status changes are performed by support or by users with the required role. If a status action is not visible, your current role may not be allowed to make that change.

#Access and Scope

Customer users see tickets for their own organisation. Partner users see tickets only for clients assigned to their partner account. Access is checked by the portal each time a ticket is listed, opened, commented on, or updated.

Ticket pages avoid exposing whether another organisation has a matching ticket or call reference. If a ticket is outside your scope, the portal shows a not-found style response.

#Good Ticket Descriptions

Helpful tickets usually include:

• what you were trying to do
• the page or workflow where the issue happened
• the approximate date and time
• the project or client name, if your role manages more than one
• any visible error message, without secrets
• what you expected to happen

Avoid screenshots that reveal callers' personal information unless support specifically asks for a redacted example.

#Common Issues

#Related Pages

• Signing In
• Roles & Permissions
• Partner Escalation