You can raise a support ticket from inside the Edesy portals instead of writing an email. Open Support, choose the product, a category and how much the problem affects you, and describe it. The ticket reaches the Edesy team with your account context already attached: workspace, business and KYC status, wallet balance, how many numbers you have, and any calls you picked. You follow the conversation, reply and confirm the fix in the same place.
Where#
| Portal | Path |
|---|---|
| Voice app (Voice API, SIP trunks, campaigns) | voice-app.edesy.in > Support |
| Call forwarding | forwarding portal > Support |
| Number masking | masking portal > Support |
| IVR Studio | IVR portal > Support |
| Edesy Phone | phone.edesy.in > Support |
Some pages also have a "report this" link, for example on a call, that opens a new ticket with the call and the page already filled in.
What a ticket contains#
| Field | Detail |
|---|---|
| Product | Voice App, Call Forwarding, Number Masking, IVR Studio, Missed Call, Collect, Voice OTP, WebRTC, Order Calls, Contact Center, WA Connect or SIP Trunk |
| Category | Calls not connecting, Call quality / audio, Billing & wallet, Numbers & KYC, IVR / call flows, API & webhooks, Account & access, Feature request, Other |
| Impact | Everything is down; Some calls or features failing; Question / how-to |
| Subject | 3 to 200 characters |
| Description | 10 to 10,000 characters |
| Related calls | Up to 5 of your recent calls for that product, picked from a list. Only your own workspace's calls can be attached |
| Page | The page you were on, attached automatically |
| Account context | Workspace and business name, GSTIN and KYC status, wallet balance and number count, attached automatically |
How it works#
- Open Support in the portal and click to raise a ticket.
- Choose the product, category and impact. "Everything is down" tells the team to look first.
- Write a subject and description, and pick any related calls so nobody has to ask for call IDs.
- Submit. The ticket is saved straight away. If the support desk can't be reached for a moment, it is delivered automatically a little later; you don't need to submit again.
- Follow it. The ticket list shows status and an unread badge when the team replies. Reply from the ticket page.
- Confirm or reopen. When the team marks it fixed, confirm the fix, or reopen it with a reason.
Limits#
| Limit | Value |
|---|---|
| New tickets per person per day | 10 |
| New tickets per workspace per day | 30 |
| Related calls per ticket | 5 |
| Reply length | 10,000 characters |
The limits stop runaway scripts, not busy customers. For anything urgent beyond them, contact us.
FAQ#
Do I need to tell support my account ID or balance?#
No. The workspace, business, KYC status, wallet balance and number count are attached to every ticket automatically.
How do I give support a call to look at?#
Pick it from the related calls list when you raise the ticket (up to 5), or use the "report this" link on the call.
Can my teammates see our tickets?#
Tickets belong to the workspace, and the list shows the workspace's tickets.
What if the support system is down when I submit?#
Your ticket is still saved and is delivered automatically once the support desk is reachable.
Can I reopen a ticket?#
Yes. When a fix is proposed, choose to reopen instead of confirming, with a reason.