Opening a ticket

The ticket is the right channel to ask for assistance: it stays tracked, reaches the right person, and keeps you updated. Here is how to open one correctly.

How to open a ticket

• From the panel: support section, new ticket button.
• From the glacom® app: same thing, from your phone.

What to include

The more context you give us, the fewer bounces there are. Ideally:

1. The service: chatbot, callbot, site, app.
2. The channel: website, WhatsApp, phone...
3. When it happened: day and time, even approximate.
4. For the callbot: the caller number, if you know it. With day, time, and number, we can find the exact call.
5. A screenshot or the conversation text, if available.
6. What you expected and what happened instead.

Tip

If the problem is a wrong bot response, check The bot made a mistake before opening the ticket: in half the cases, you can fix it yourself in two minutes without waiting for anyone.

What happens next

1. The ticket is assigned a priority: see Priority and timing.
2. We reply to confirm we are handling it and, if needed, ask clarifying questions.
3. Upon closing, you can see what was done. If the solution requires human hours, we will tell you beforehand.

Limits

• The ticket is not a real-time chat: for timing, see Priority and timing and Hours.

From the app

From the app, you can open tickets and receive a notification when there is a response.