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Use Support → Tickets in the Telzino Dashboard to open a support ticket and follow up on it. The page is headed Support Tickets (“View and manage your organization’s support tickets.”). This page covers tickets only. For feature ideas and voting, see Support.

Opening a ticket

1

Open the ticket list

In the Dashboard sidebar, go to Support → Tickets.
2

Start a new ticket

Click + New Ticket. The Create Support Ticket page opens with a Ticket Details section.
3

Fill in the ticket

Complete the fields:
  • Subject (required) — A brief description of the issue. Single-line field; placeholder: “Brief description of the issue”.
  • Description (required) — A detailed description of the issue, including steps to reproduce if applicable. Multiline field; placeholder: “Detailed description of your issue, including steps to reproduce if applicable”.
  • Priority — Dropdown; defaults to Medium. Options: Low, Medium, High, Urgent.
  • Attachments (optional) — File picker. Maximum file size: 50 MB per file.
Create Support Ticket form with Subject, Description, Priority, and Attachments fields

The Create Support Ticket form.

Priority dropdown open on Create Support Ticket, showing Low, Medium, High, and Urgent

Priority options on a new ticket.

4

Submit

Click Create Ticket to submit, or Cancel to leave without saving.
Tickets are easiest to resolve when the description includes the AI agent name, the time of the call (with time zone), the SIP Call ID or caller number from Call Logs, and what you expected to happen.

Finding tickets

On the Support Tickets list you can:
  • Search — Use the Search tickets… box for free-text search.
  • Status — Filter by All, Backlog, Started, or Done.
  • Priority — Filter by All, Urgent, High, Medium, or Low.
  • Sort — Choose None, Created Date (Newest First), Created Date (Oldest First), Last Activity (Recent First), or Last Activity (Oldest First).
The number of matching tickets is shown next to the filters.

Ticket list

Each ticket card shows:
  • Title
  • Ticket ID (for example HELP-123)
  • Created date and who created it
  • Status and priority badges
  • A short description excerpt
Quote the ticket ID when you follow up about a ticket.

Following up on a ticket

Open a ticket card to see its detail page. The page has Ticket Details and Comments.
  • Reply — Opens a Write your reply here… box with Attach Files, Cancel, and Post Reply.
  • Add a comment — Opens a Write your comment here… box with Attach Files and Post Comment.
Use either to add context, answer a question from the support team, or attach more files while the ticket is open.