⚠️ If you have not created an account in our customer support portal, please do so by following the instructions listed here.

When creating a ticket, it is important to select the appropriate category for your request and continue to follow the steps for each form. Tickets are categorized by the following:

  • General

  • SMS

  • Data or GDPR Request

Please note that the more information that is provided on the ticket, the faster we can begin working on resolving the issue.

📚 Learn more about how to contact our Support Team via chat or by phone.

General

Select this category when you want to report an issue, ask a question, or add a SIP trunked number. If you are a Partner with Aircall, you will submit your requests here, in the dedicated form.

Depending on the issue type selected, you will be required to submit some or all of the following information:

  • Summary - A brief, one-line summary of the issue you are experiencing.

  • Email Verification - What is the email address associated with your Aircall account?

  • Region - Select your region so that we may assign your ticket to the correct support team.

  • Service Impact - How many users are impacted by this issue?

  • Symptoms - How has this issue impacted your users?

  • Product Category - Which component of the product has been impacted?

  • Description - In-depth details about the issue. In this section, you can include a video recording, screenshots, and attachments.

See the guide below for more details on what information should be included in a ticket, based on the Product Category:

Product Category

Necessary Information

Analytics

  • Screenshot(s) or description of filters used when calculating data

  • Users, Team, and/or Numbers impacted

API

  • Description of the issue

  • An explanation of what you are trying to achieve

  • What error message(s) did you receive?

  • Provide logs/screenshots if possible

⚠️ Please refer to our API References before raising a ticket with us.

App

  • Application type (Desktop/Mobile/Web)

  • Impacted Users and/or Numbers

  • Call UUID examples

  • Device and operating system

Calling - Quality
&
Calling - Reachability

  • Call UUID examples

  • Impacted Users and/or Numbers

  • Call direction (inbound and/or outbound)

  • Working location (office, remotely)

  • Use of VPN?

  • User connectivity type (Ethernet, Wi-Fi)

  • Headset type (USB, Bluetooth, etc)

  • Application type (Desktop/Mobile/Web)

Dashboard

  • Impacted Users and/or Numbers

  • Operating system

  • Section and/or subsections of the Dashboard impacted

Integration

⚠️ Please note that it is highly encouraged to include screenshots or video recordings with your ticket request. This will help our Support teams to quickly identify and confirm any issues you may be experiencing.

Understanding how tickets are prioritized within Support

When you experience an issue that prevents you from using Aircall as expected, we understand the urgent need for finding a solution. In order to properly triage requests, we will evaluate ticket priority based on the Service Impact and Symptoms you have selected.

See the guide below for how to select these fields in order to have your ticket request prioritized accordingly:


SMS

Select this category when you would like to enable or remove Aircall's native SMS from your account, enable or remove third-party SMS, or receive help with troubleshooting SMS.

Depending on the issue type selected, you will be required to submit the following information:

Aircall SMS

  • Email verification - What is the email address associated with your Aircall account?

  • Region - Select your region so that we may assign your ticket to the correct support team.

  • Description - Details for the request.

📚 Please review SMS (Business Text Messaging) for more information.

Third-Party SMS

  • Email verification - What is the email address associated with your Aircall account?

  • Region - Select your region so that we may assign your ticket to the correct support team.

  • Description - Details for the request.

  • Porting - Was this number recently ported?

  • Third-Party SMS Partner - Heymarket, Sakari, Salesmsg or Textline.

  • Number(s) to be enabled - Would you like to enable third-party SMS on some numbers or all numbers on your account?

  • Remove Third-Party SMS From - would you like third-party SMS removed from some numbers or all numbers on your account?

📚 Please review Third-Party SMS for more information.

SMS Troubleshooting

  • Summary - A brief, one-line summary of the issue you are experiencing.

  • Email verification - What is the email address associated with your Aircall account?

  • Region - Select your region so that we may assign your ticket to the correct support team.

  • Description - Details for the request.

  • SMS Provider - Aircall SMS or Third-Party SMS

  • Impacted Number(s) - Some or all numbers?

📚 Please review Enabling, Removing, and Troubleshooting Aircall SMS for more information.


Data or GDPR Requests

Select this category when you would like to obtain data and/or recordings, GDPR requests, ask a data or GDPR related question or delete call recordings.

Admin users may access and download up to six months of call data and recordings through the Dashboard. Anything older than six months will need to be requested of our Support Team.

⚠️ Please note that only Admins may submit a data request.

Depending on the issue type selected, you will be required to submit some or all of the following information:

Obtain Call Data and/or Recordings

  • Email verification - What is the email address associated with your Aircall account?

  • Region - Select your region so that we may assign your ticket to the correct support team.

  • Admin Privileges - Confirm that you are an Admin user in Aircall.

  • Description - Details for the request.

  • Date/date range - Would you like to obtain call data and/or recordings from a specific date or date range?

  • Numbers - Some or all numbers?

  • Calls - Some or all calls? Calls from an external number?

📚 Learn more about our Data Retention Policy here.

GDPR Requests and Questions

By means of this request type, you may request Aircall’s assistance with responding to requests for exercising the data subject's rights as per the GDPR or another applicable data protection regulation. Please keep in mind that you may also use self-service options in your account, such as contact deletion or deletion of call recordings.

⚠️ Please note that only Admins may submit a data request.

  • Email verification - What is the email address associated with your Aircall account?

  • Region - Select your region so that we may assign your ticket to the correct support team.

  • Admin Privileges - Confirm that you are an Admin user in Aircall.

  • Identification of Data Subject - Full name, email address, and/or phone number.

  • Request Type - Right of access, Right to rectification, Right to erasure, Right to restriction of processing or right to object, Right to data portability.

  • Description - Details for the request.

📚 Please reference our Privacy FAQ for more information.

Delete Call Recordings

  • Email verification - What is the email address associated with your Aircall account?

  • Region - Select your region so that we may assign your ticket to the correct support team.

  • Description - Details for the request.

  • Admin Privileges - Confirm that you are an Admin user in Aircall.

  • Numbers - Some or all numbers?

  • Calls - Some or all calls? Calls from an external number?

  • Call UUIDs - Applicable if one or more calls and calls to/from an external number.


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