Support Tickets

When you have an issue with HaveAI or need help using a feature, you can create a support ticket from the panel. You can follow the correspondence through the same ticket.

Create a Support Ticket

New ticket

Open support tickets from the Help section of the panel and choose the option to create a new ticket.

Subject

Write a subject line that summarizes the issue.

Select a category

Choose the suitable one among the General, Technical, Billing or Feature Request categories.

Set the priority

Set the priority as Low, Normal, High or Urgent.

Explain

Explain what you did, what you expected to happen and what you encountered.

Submit

If needed, add a screenshot and submit the ticket.

Check

Check that your ticket appears in the list.

When choosing the priority, state the impact of the issue on your business. For example, all customer messages going unanswered and a display setting not working as you expect have different impacts.

Add a Screenshot

You can add an image in JPG, PNG or WebP format to a new ticket or to your reply within a ticket. The file size can be at most 2 MB.

Remove sensitive information before sharing

Also explain the issue in text alongside the image. Before sharing, remove passwords, API keys, verification codes and unnecessary customer information from the image.

Follow the Replies

By opening the relevant record from the ticket list, you can read the support team's reply and write a response from the same screen. When the support team replies, a notification is also sent to your account's email address. If the email does not arrive, check the ticket from the panel.

To keep the correspondence under the same record, add your reply to the ticket in the panel.

Ticket status	Meaning
Open	Your ticket has been created or has been reopened after your reply.
In Progress	The support team is working on your ticket.
Awaiting Reply	The support team has responded; information or a reply is expected from you.
Closed	No new message can be sent to the ticket; you can view the previous correspondence.

Close the Ticket

When the issue is resolved, you can open the ticket and use the close option. Your past correspondence remains in the ticket record.

If the issue related to a closed ticket continues, create a new ticket and add the previous ticket's number to the explanation.

How Should You Describe the Issue?

Including the following information makes the issue easier to understand:

The screen or channel where the issue occurred.
The approximate date and time.
The action you took before the issue.
The result you expected and the result you got.
The error message, if any, and the solution you tried.

Example: "An Instagram message appears in the panel, but the assistant does not answer. I noticed it around 14:20 today. I do get an answer to the same question in the AI Test section."