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HelloCall.ai

Chapter 17 · Account

Support

Raise a ticket from the console about anything — a call, a number, a modem, a bill — follow the replies in one thread, and get a call back from the HelloCall team.

Raise a ticket

  1. Open Settings → Support tickets (under Help & support) and press New ticket — or press Raise a ticket in Settings → Help center.
  2. Give it a Title that says what is wrong in a few words — “Local number not answering since Monday”.
  3. Pick a Category — General question, Device / modem, Calls & workflows, Phone numbers, Billing & payments, or Something is broken.
  4. Write the Details: what you did, what you expected, what happened instead.
  5. Fill in your name and a phone number the team can call you on — both are required.
  6. If it is about a modem, choose the device.
  7. Press Raise ticket.

Follow the replies

Every ticket has its own comment thread under Settings → Support tickets. The HelloCall team answers there from its own console, and you reply in the same thread, so the whole conversation stays in one place. When the problem is easier to solve by talking, the team calls you on the number you gave.

Everyone in your organisation sees its tickets, so a colleague can follow up on one you raised. A ticket is Open until the team replies, Answered once they have, and Closed when you (or the team) close it — writing in a closed ticket opens it again. Filter the list by status and search it by title, name or phone.

Tickets about a modem

For a modem you bought from HelloCall, Raise a ticket on its row in Settings → Devices & orders starts a ticket already linked to that device. See Device store and devices.

Quick checks before you ask

  • A number does not answer: run Check & heal on it, and check it has an incoming workflow.
  • A local number is offline: check the desktop app is running and the modem is plugged in; run Run checks on the modem.
  • A call ended early: open it in Call history and read the hangup cause and the last events.
  • A call was refused: check the wallet balance under Settings → Wallet & billing.
  • Something in a workflow behaves oddly: make a Test call and read the Log.

The answers to most everyday questions are in the FAQ.

Other ways to reach us

The support email address is at the bottom of every page of this site. For bulk rates, enterprise terms or invoiced billing, use Contact us on Settings → Plan or the contact page. Pro Max organisations also get priority support on WhatsApp.

Questions about support

Every question from every chapter is also on the FAQ page.

Why do you need my phone number on a ticket?

Some problems are solved fastest by talking. The team may call you on it to understand the issue or to walk you through a fix.

How do I add more information after sending a ticket?

Reply in the ticket’s comment thread. The team sees your reply alongside the rest of the conversation.

What should I include in a ticket about a call?

When it happened, the numbers involved, the workflow, and what you expected. The call’s Call events and hangup cause from Call history help most.

Is support free?

Yes, on every plan. Pro Max adds priority support on WhatsApp.

Can I raise a ticket without signing in?

Tickets are raised from the console so the team knows your organisation. If you cannot sign in, write to the support address at the bottom of this page.