Question 1

What is the Support page?

Accepted Answer

The Support page is a dedicated ticket system for Enterprise customers to get help directly from the Staffify support team.

Use it to:

Report technical issues
Ask billing questions
Request account changes
Contact sales for upgrades

Note: This feature is only available for Enterprise accounts.

Question 2

How do I create a support ticket?

Accepted Answer

Go to the Support page and click New Ticket. Fill in the Subject (brief description of your issue), Department (select the appropriate team), Message (describe your issue in detail), and optionally add Attachments (screenshots). Click Create Ticket. You will be redirected to the ticket conversation to track responses.

Question 3

What departments can I contact?

Accepted Answer

Four departments are available: Technical Support (for AI issues, call problems, integrations, API errors), Billing (for invoice questions, payment issues, usage disputes), Sales (for resource upgrades, volume discounts, new features), and Account Management (for account changes, team access, settings help). Select the most relevant department for faster routing.

Question 4

What are the ticket statuses?

Accepted Answer

Ticket statuses are: New (just created, not yet reviewed), Open (under review by support team), In Progress (being actively worked on), Resolved (issue has been addressed), and Closed (ticket is complete, no more replies allowed).

Question 5

What are ticket priorities?

Accepted Answer

Ticket priorities are: Low (for general questions and feature requests), Medium (for non-critical issues and minor problems), High (for significant issues affecting operations), and Urgent (for critical issues and service outages). Urgent tickets are flagged with a warning icon in the ticket list.

Question 6

How do I view my tickets?

Accepted Answer

On the Support page, you will see a list of all your tickets showing ticket number, subject, status badge, department, priority, message count, and last activity time. Use the filter tabs to view All Tickets, Open tickets (active, awaiting resolution), or Closed tickets (completed).

Question 7

How do I reply to a ticket?

Accepted Answer

Click on the ticket to open it, scroll to the bottom to see the message input, type your reply in the text box, optionally attach images using the photo button, then press Enter or click the send button. Use Shift+Enter to add a new line without sending. Closed tickets cannot receive new messages.

Question 8

How do I attach images?

Accepted Answer

When creating a ticket: click Add Images in the form, select up to 3 images, and preview appears below. When replying: click the photo icon next to the message input and select images (max 3 per message). Image requirements: PNG, JPG, GIF, or WebP formats, max 5 MB per image, max 3 images per message.

Question 9

How do I view attached images?

Accepted Answer

Images appear inline within messages. Click on any image in a message to open a lightbox showing the full-size image. Click X or outside the image to close.

Question 10

How do I know when support replies?

Accepted Answer

Several indicators show when support has replied: a green "Replied" badge on the ticket card if support replied after your last message, increased message count, and updated last activity time. Support replies appear on the left side of the conversation in a dark gray bubble, while your messages appear on the right in an orange-tinted bubble.

Question 11

What information is shown in the ticket conversation?

Accepted Answer

The ticket detail page shows a header with ticket number, status badge, subject line, department, and creation date/time. Messages show sender name, timestamp, message content, and attached images (clickable). Your messages appear on the right and support team messages on the left.

Question 12

Can I reopen a closed ticket?

Accepted Answer

No, closed tickets cannot be reopened or receive new messages. If you need further assistance on the same issue, click New Ticket and reference the old ticket number in your subject, explaining it is a follow-up to the previous issue. The support team can see your ticket history for context.

Question 13

How long until I get a response?

Accepted Answer

Response times depend on ticket priority: Urgent tickets receive a response within hours, High priority within the same business day, Medium priority within 1-2 business days, and Low priority within 2-3 business days. Enterprise accounts receive priority support. Contact your account manager for escalations.

Question 14

What makes a good support ticket?

Accepted Answer

Include a clear subject summarizing the issue, a detailed description of what happened and what you expected, steps to reproduce the issue, screenshots showing errors, relevant IDs (call IDs, ticket numbers, phone numbers), and the time and date the issue occurred. Example of a good subject: "AI not answering calls since 10am - Phone +1-555-123-4567".

Question 15

Is the Support page different from Tickets?

Accepted Answer

Yes, these are two separate features. Support is for you to contact the Staffify support team for help with your account. Tickets are for tracking customer issues reported during calls handled by your AI agents. Support tickets are for you to get help; regular tickets are issues your customers reported.

Enterprise Support