Flag a call or report a problem, and keep every update in one place.
If a call didn’t go the way it should, flag the call. It’s the fastest way to get help. When you flag a call from the dashboard, the call is attached to your support ticket, so we can see exactly what happened. Your team and Avoca Support share the same ticket, so nobody has to repeat themselves.
Go to Calls in the sidebar and click the call you want us to look at. The Call Details window opens.
2
Select Report Issue
Scroll to the Support section on the left side and select Report Issue.
Report Issue is in the Support section of every call.
3
Add it to a ticket
Choose what to do with this call:
Add to an existing support ticket when this call is another example of a problem we’re already investigating. Search your active tickets and select the right one. The call is added to that ticket, and you’re done.
Create a new support ticket when it’s a different problem. Keep going to the next step.
Keep repeat examples together, or start a separate ticket.
4
Tell us what went wrong (new tickets)
If you chose a new ticket, describe the issue in a sentence or two. Say what happened, and what you expected instead.These are optional, but they save us a lot of follow-up questions:
Expected outcome: what should have happened instead.
Severity: Critical, High, Medium or Low.
Impact: Single user affected, Multiple users affected, or All customers affected.
Screenshots: PNG, JPG, GIF or WebP, up to 10 MB each.
Select Submit support request.
Describe what went wrong, then submit.
Seeing the same problem on a few calls? Flag each call and add them all to the same ticket. We can spot the pattern much faster.
For anything else, like a question about your setup, go to Support in the sidebar and select New support ticket. Give it a short title, tell us what happened, and paste a link to the related call or page if you have one. We don’t email a receipt or a copy of your messages, so check back on the Support page.
Fill in the details, then select Create support ticket.
