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How to Submit a Support Ticket

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Step 1: Access the Support Portal

Navigate to your Avoca dashboard and click on the Help or Support icon in the bottom right corner of your screen.

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Step 2: Describe Your Issue

Provide a clear and detailed description of what you’re experiencing:
  • What product or feature are you having trouble with? (Responder, Coach, Simple Scheduler, etc.)
  • What were you trying to do when the issue occurred?
  • What actually happened instead of what you expected?
  • When did this start happening? Include specific dates and times if possible.

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Step 3: Add Relevant Details

Help us resolve your issue faster by including:
  • Screenshots or recordings of the issue (if applicable)
  • Error messages you received (copy the exact text)
  • Customer or call information that’s affected (business name, phone numbers, call IDs)
  • Your contact information so we can follow up with questions

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Step 4: Set Priority Level

Choose the urgency that best matches your situation:
  • Critical: System is down or severely impacting your business operations
  • High: Important feature is not working, affecting multiple users
  • Medium: Feature issue affecting your workflow, but you have a workaround
  • Low: General questions, feature requests, or minor issues

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Step 5: Submit Your Ticket

Click Submit to send your support ticket to our team. You’ll receive an email confirmation with your ticket number.

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What Happens Next?

  • Our support team will review your ticket and respond based on the priority level
  • You’ll receive updates via email as we work on your issue
  • You can check your ticket status anytime by logging into the support portal

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Tips for Faster Resolution

Be specific: The more details you provide upfront, the faster we can help Include examples: Share specific call IDs, phone numbers, or customer names when relevant Check your email: We may need additional information to resolve your issue Follow up: If you don’t hear back within the expected timeframe, reply to your ticket confirmation email

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Need Immediate Help?

For urgent issues requiring immediate attention, you can also reach out to your Customer Success Manager directly or contact our support team via the emergency hotline provided in your onboarding materials. We’re committed to resolving your issues quickly and getting you back to serving your customers.
Last modified on February 19, 2026