We want to fix your issue on the first reply, not after three rounds of "can you tell us more?" The single biggest thing that speeds up a ticket is a few specific details. Spend two minutes gathering these and you will usually get a faster, better answer.
The checklist
Have these ready before you open a ticket:
- What happened, in your own words, and what you expected instead.
- The exact error message you saw, word for word. A screenshot is even better.
- When it happened - the date and time, including your time zone. "This morning around 9:15 Eastern" is far more useful than "recently".
- Who was affected - just you, or other people on your account too?
- What you were using - your web browser, the mobile app, or a desk phone (and which model).
For a call problem, also note
Call issues are much easier to trace with the specifics:
- The numbers involved - the number you were calling from and the number you were calling (or that called you).
- The time of the call, as closely as you can.
- What you heard - silence, one-way audio, choppy or robotic sound, an error message, or a fast busy tone.
- How often it happens - every call, or now and then?
For a text or fax problem
- The number you sent from and the number you sent to.
- The time you sent it.
- Whether it failed immediately or just never arrived.
Try the quick fix first
Many issues have a self-serve fix that is faster than waiting for a reply. Before opening a ticket, it is worth a quick look at the relevant guide:
- Call quality: Fixing Call Quality
- Calls not ringing: Incoming Calls Aren't Reaching You
- Can't sign in: Login and Sign-In Problems
- A desk phone is offline: My Desk Phone Shows Offline or Not Registered
Opening the ticket
Go to Support → Contact Support. Our support assistant will ask you to describe the issue and may ask a few follow-up questions to route it to the right team - the details above will answer most of them right away. You can follow the conversation and any updates under Support → My Tickets.
The more precisely you can describe the "when", "what", and "which numbers", the faster we can help.