> ## Documentation Index
> Fetch the complete documentation index at: https://help.avoca.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# How to open a support ticket

> Flag a call or report a problem, and keep every update in one place.

[Open a support ticket](https://player.mux.com/X3q5ZRDemTvhd5VEyzGTCWx5TYZC8nV8cHDL9DrJvU4)

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.

## Flag a call

**1. Open the call**

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**.

![Call Details with a Report Issue button in the Support section](https://mintcdn.com/avoca-hc/0FE5f7fLaRI16yfa/images/support/report-issue.png?fit=max\&auto=format\&n=0FE5f7fLaRI16yfa\&q=85\&s=a3002d8b3c33ffd750481f6c520bbf50)

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.

![Choice between adding the call to an existing support ticket or creating a new one](https://mintcdn.com/avoca-hc/0FE5f7fLaRI16yfa/images/support/add-or-new.png?fit=max\&auto=format\&n=0FE5f7fLaRI16yfa\&q=85\&s=3f1d339b9cf288002d6158dcaf6bada3)

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**.

![The Contact support about this call form with a description filled in](https://mintcdn.com/avoca-hc/0FE5f7fLaRI16yfa/images/support/describe-issue.png?fit=max\&auto=format\&n=0FE5f7fLaRI16yfa\&q=85\&s=6cf0011f30a887f9dc9c8a780fe147cb)

Describe what went wrong, then submit.

> [!TIP]
>
> 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.

## Report a problem that isn't about one call

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.

![The Create a support ticket window with expected outcome, severity, impact and related call filled in](https://mintcdn.com/avoca-hc/0FE5f7fLaRI16yfa/images/support/create-ticket-filled.png?fit=max\&auto=format\&n=0FE5f7fLaRI16yfa\&q=85\&s=6eb2d025a4ff746b43bfcbf35f27ccd4)

Fill in the details, then select Create support ticket.

## Follow replies and updates

Open **Support** to see your tickets, sorted by who needs to reply next:

* **Needs your reply:** tickets you filed that are waiting on you.
* **Needs your team's reply:** other tickets waiting on someone on your team.
* **Needs Avoca reply:** tickets waiting on us.
* **Resolved:** tickets we've solved.

Open a ticket to read the history and add anything new. **Awaiting Avoca** at the top of the page shows how many open tickets are waiting on us.

## Reopen it if the problem comes back

Go to the **Resolved** tab, open the ticket, and select **Reopen ticket**. We'll pick up where the last investigation left off.

![The Resolved tab on the Support page](https://mintcdn.com/avoca-hc/0FE5f7fLaRI16yfa/images/support/resolved-tab.png?fit=max\&auto=format\&n=0FE5f7fLaRI16yfa\&q=85\&s=7a48d24ea96f3dadb20b8f10d2790b2c)

Resolved tickets are in the Resolved tab.

> [!NOTE]
>
> Support is for problems with your account. Office Hours on the Support page are live group Q\&A, not account-specific troubleshooting.