--- title: "Support Center" slug: "support-center" updated: 2026-08-13T10:24:12Z published: 2026-08-13T10:24:12Z canonical: "docs.voiso.com/support-center" --- > ## Documentation Index > Fetch the complete documentation index at: https://docs.voiso.com/llms.txt > Use this file to discover all available pages before exploring further. # Support Center **Who should read this article**: Administrators and Supervisors Open the Support Center directly from your Voiso contact center to submit and track support tickets, or start a live chat with our team when premium support is enabled. ## Introduction The Support Center gives every eligible user a single place to contact Voiso Support without leaving the product. You can submit a new ticket, follow the status of the tickets you have already submitted, and — when your contact center has premium support enabled — start a real-time chat with our support team. The Support Center is available to Administrators and Supervisors on any active contact center. It is not available on trial accounts. Tip The Support Center replaces the earlier email-only path for most requests. Email support at support@voiso.com continues to work, but the Support Center gives you a faster and more organised way to reach us. ## Opening the Support Center Click the Support icon in the Voiso navigation to open the Support Center panel. The Support Center panel gives you access to the following options: - **My tickets** — the tickets you have submitted, with their current status. - **New ticket** — submit a new request to Voiso Support. - **Chat** — start a real-time chat with our support team. Visible only when premium support is enabled for your contact center. See [Chat with Voiso Support](/docs/support-center#chat-with-voiso-support) below. - **Help resources** — quick links to the Voiso [Documentation portal](https://docs.voiso.com/) and [Developer portal](https://developers.voiso.com/reference/api-documentation-introduction). Both open in a new tab. ## Submitting a ticket To submit a new ticket, follow these steps: 1. Open the Support Center. 2. Click **New ticket**. 3. Choose a **Category** that best matches your request. See [Ticket categories](/docs/support-center#ticket-categories) for the full list. 4. Enter a **Subject** — a short summary of the issue. 5. Write a **Description** with as much detail as possible. Include steps to reproduce, screenshots, timestamps, and any error messages. 6. (Optional) Attach one or more files. Each file can be up to **50 MB**. 7. Click **Send**. Your new ticket appears in **My tickets** with its status. Voiso Support will follow up in the Support Center and, when appropriate, by email. Important If a required field is empty, the Support Center shows the message: *"This field cannot be empty."* If a file cannot be accepted, you will see one of these messages: *"Unsupported file format. Please try again."* or *"File size exceeds maximum limit (50 MB). Please try again."* ## Ticket categories Every ticket must be assigned to a category. The category helps Voiso Support route your ticket to the right specialist and give you a faster response. The available categories are: 1. Outbound Call Issues 2. Inbound Call Issues 3. Features & Settings 4. Phone Number Requests & Issues 5. Spam Caller ID 6. SMS Delivery & Setup 7. WhatsApp Issues & Setup 8. Billing & Invoices 9. Reports & Analytics 10. CRM Integrations 11. 2FA Issues 12. AI Bot Setup & Troubleshooting 13. Contact Voiso 14. Other If none of the specific categories fit your request, use **Other**. ## Tracking your tickets Open **My tickets** in the Support Center to see all the tickets you have submitted, together with their current status. Click any ticket in the list to open it and see its full detail, including any replies from Voiso Support. ## Closing a ticket If your request has been resolved, you can close the ticket yourself: 1. Open the ticket from **My tickets**. 2. Click **Close ticket**. You can also let Voiso Support close the ticket when the issue is resolved. ## Reopening a ticket If a closed ticket needs further attention, you can start a new ticket that keeps the **Category**, **Subject**, and **Description** of the original — so you don't have to re-type the details. The button you see on the closed ticket depends on who closed it: - If **Voiso Support** closed the ticket → click **Reopen**. - If **you** closed the ticket → click **Open a new ticket**. Tickets you close yourself cannot be reopened; starting a new ticket is the way to continue the conversation. To do it: 1. Open the closed ticket from **My tickets**. 2. Click the button shown at the top of the ticket. 3. Review the prefilled content and add any new information. 4. Click **Send**. The new ticket appears in **My tickets** with a fresh ID. ## Chat with Voiso Support If your contact center has **premium support** enabled, the Support Center also includes **Chat**, which lets you start a real-time conversation with the Voiso Support team. Chat behaviour is unchanged from the earlier premium support chat experience. For details, refer to [Premium support chat](/v1/docs/premium-chat-support). Contact centers that do not have premium support enabled see a **Get started** option in the same place. Clicking **Get started** sends an upgrade enquiry to Voiso on your behalf, and a Voiso account manager will follow up with you about premium support options. ## Access to the Support Center The Support Center is available to any user with the **Access Support Center** permission granted in their security access group. By default, this permission is granted to Administrators and Supervisors on any non-trial contact center. Contact centers that use custom security access groups can review or change who has this permission: 1. From the Voiso main navigation bar, navigate to **Administration > Security Access Groups**. 2. Edit the access group you want to change. 3. Under the **Administration** section, select or clear the **Access Support Center** privilege, then save the change. Tip If your contact center is not using Security Access Groups, Administrators and Supervisors keep access to the Support Center by default. No further configuration is needed. ## Related - [Premium support chat](/premium-chat-support.md) - [Security Access Groups](/administration-security-access-groups.md) - [Users](/users-users.md)