> ## Documentation Index
> Fetch the complete documentation index at: https://docs.telzino.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Support Tickets

> Open, search, and follow up on support tickets from the Telzino Dashboard

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](https://docs.telzino.com/admin-guide/dashboard/support.md#feature-requests).

## 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](https://mintcdn.com/telimatic/SvRVFhL2IqIJ6c6N/images/dashboard/support-ticket-create-form.png?fit=max\&auto=format\&n=SvRVFhL2IqIJ6c6N\&q=85\&s=52a0911c73f154fe76b104269395cfa6)

The Create Support Ticket form.

![Priority dropdown open on Create Support Ticket, showing Low, Medium, High, and Urgent](https://mintcdn.com/telimatic/SvRVFhL2IqIJ6c6N/images/dashboard/support-ticket-priority.png?fit=max\&auto=format\&n=SvRVFhL2IqIJ6c6N\&q=85\&s=36b7a4717585806cdacd7481b2d072d4)

Priority options on a new ticket.

**4. Submit**

Click **Create Ticket** to submit, or **Cancel** to leave without saving.

> [!TIP]
>
> 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](https://docs.telzino.com/admin-guide/dashboard/reports.md#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.


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