Proper Way to Submit a Trouble Ticket

***MAKE SURE YOU ARE REGISTERED AND LOGGED IN TO THE TICKET SYSTEM, OTHERWISE YOUR TICKET WILL BE READ LAST OR POSSIBLY NOT AT ALL***

We strive to provide you with courteous, professional, and technically accurate support. Although we understand how frustrating technical problems can be, we ask that you treat us with respect and we will do the same in return. Our ultimate goals are the same, providing you with accurate support in a timely manner.

Please enter the following information in a ticket. Feel free to copy and paste if you need to.

In order to help us provide faster service to you with support requests, please follow the below guidance when submitting a ticket:


Name of Product:
Reseller Version (Yes/No):
White Label (Yes/No):

Issue:

What you were doing when issue occured:

Any additional information you think is necessary:


Please note: We may request login credentials to your software. While this is not required it is much easier for us to replicate issues, resolve configuration problems, etc... if we can log into your instance. If there is any supporting website such as Twilio, please provide that information as well.

Please note: Tickets can sometimes take up to 48 hours for a response, while we usually get to them much faster, please do not keep messaging us as that only slows things down more. Support days are Monday - Friday. Our office is located in Texas in the Central Time Zone and that is the timezone the 48 hours is based off of. While you may have the direct e-mail address or phone number of an associate please do not contact them using those methods to report issues, all issues MUST be entered into the ticket system.

Please note: Make sure you submit your ticket into the support queue. We can assign it to other departments should the need arise. Only the support queue is actively monitored for new tickets. Only submit ONE ticket per issue. Additional tickets submitted regarding the same issue will be closed as it adds to the time required to support you.
  • Support Ticket, Ticket, Trouble, Trouble Ticket, Issue, Help
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