# Support Tickets

> Raise and follow Edesy support tickets from inside the portals, with your account details and related calls attached automatically - products, categories, impact levels, replies, confirming a fix and limits.

Source: https://edesy.in/docs/voice-api/account/support-tickets

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](https://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

1. **Open Support** in the portal and click to raise a ticket.
2. **Choose the product, category and impact.** "Everything is down" tells the team to look first.
3. **Write a subject and description**, and pick any related calls so nobody has to ask for call IDs.
4. **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.
5. **Follow it.** The ticket list shows status and an unread badge when the team replies. Reply from the ticket page.
6. **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](https://edesy.in/contact).

## 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.