As an Aircall customer, you will be able to create tickets, provide updates, and check on the status through our new ticketing portal.
You can access the portal by clicking on the following link: https://support.aircall.io/
Registering for Aircall's Ticketing Platform
If you have not created your account yet, you will need to register to our customer support portal on the following link:
You will receive an email. Please click on the sign-up link:
You will be redirected to the account setup page in Aircall for Jira where you will need to choose a strong password and enter your full name.
Finally, click Save and continue.
Your account has been officially created! 🎉
⚠️ If you are unable to register yourself for our ticketing platform, please reach out to the Support Team by phone or chat so that we may assist. Please note that chats are not currently supported in Spanish or German, and all Spanish/German chats will be redirected to our English chat.
Creating New Tickets
To create a new ticket, all you need to do is select the appropriate category then continue following the steps through the form. Be sure to provide us with as much information as possible so that we can qualify your request quickly.
Please be sure to select your region appropriately when submitting your ticket. Here is a list of regions to choose from:
Following up on Tickets
If you would like to communicate with the support team or check the status of your tickets, navigate over to the upper right-hand corner of the screen.
Click on Requests.
You can choose Created by Me or All and your ticket history will appear as follows:
You can click on the ticket to access the detail page where you can write communication and view responses from the team.
Within the ticket, be sure to turn on Notifications so that you can have an email notification update when there is a new response or change in ticket status.
Reopening a Ticket
If after a resolution has been provided by the Support Team, and you still experience the issue, you may reopen the ticket for up to 7 days by selecting the Reopen button located in the status panel on the right-hand side of the screen.
⚠️ Please note: If it has been more than 7 days, your ticket will be closed and a new ticket will need to be submitted.
Sharing Tickets with your Teammates
Finally, feel free to click the Share button located just below the status section to add any other watchers on your ticket such as your Account Manager.
⚠️ Please note: If you are unable to share a ticket with someone, please reply over the ticket to let us know who to add to the ticket and we will assist.
Still in need of assistance? Please feel free to reach out to the Support Team and we will be happy to assist!