Contact

The channels for contacting our support team and how to choose each one.

You have two channels to contact our support team.

Both work on the same ticketing system, so communication is recorded and tracked, whichever one you use.

Available channels

Channel	What it's for	Where
Dashboard (tickets)	Create, track, and close incidents and requests, with a full history.	Home > Support > My Tickets
WhatsApp (Partner Success)	Open and comment on tickets from your mobile, sending screenshots or photos of errors.	Partner Success number: ([phone]

Which one to use

• Use the dashboard as your main channel: it is where you have all the details, attachments, stakeholders, and the history of each case.
• Use WhatsApp when you need speed or are away from the dashboard, for example to send evidence right away. The ticket is still recorded in the dashboard.

📘 Before using WhatsApp

The technician's number must be authorized by the subscription administrator.

You have the steps in How to configure support through WhatsApp.

Partner Success Team

Our Partner Success team supports you with setup and inquiries during service onboarding. If you have a technical question about how to enable a channel or need guidance during the process, contact them through the usual channels.

After-hours support: Eliot

At night and on days when our team is unavailable, you are assisted by Eliot, our AI agent.

Eliot responds on the Partner Success number and is trained to resolve your inquiries, open tickets, and follow up with you, so you also have support outside the team's hours.

When the team returns, it takes over any case that requires it with all the context already recorded.

Next steps

• Create and manage your tickets in How to create and manage your support tickets.