Support Is Part of the Product,Not a Separate Address
Raise a ticket from inside the dashboard and it arrives with your account attached — plan, extensions, recent calls, all of it. No forwarding chains, no describing your setup from scratch every time.
Ticketing, built in
Every plan gets the same system. What differs is the channels you can reach us on.
Raise it where you found it
Support lives in the dashboard next to everything else. A ticket carries your tenant, your plan and your user, so the first reply is about your problem rather than about which account you are.
- No separate login
- Account context attached
- Full history kept
One thread per issue
Replies stay in the ticket, from both sides, in order. Nothing is scattered across inboxes and nobody has to forward anything.
- Threaded replies
- Both sides in one place
- Readable months later
Four priorities
Low, Medium, High and Critical. A one-line question and an outage do not queue as if they were the same thing.
- Low / Medium / High / Critical
- Set when you raise it
- We can raise it further
You can see where it stands
Open, In progress, Resolved, Closed. The status changes as we work, so nobody has to ask whether anything is happening.
- Four clear states
- Updated as we go
- Reopen by replying
What your plan includes
Ticketing is in every plan. These are the channels on top.
Starter — Email support
Tickets and email. Fine for a team that is set up and running, and needs an answer rather than a hand on the shoulder.
Growth — Email and chat
Everything in Starter plus chat, for the questions that are quicker asked than written.
Professional — Priority queue
Your tickets are worked before the standard queue. For teams whose phones are how the business runs.
Enterprise — By contract
On-premise deployments take a support contract with named response targets, extended hours and a dedicated contact. Terms are set in your proposal.
Four levels, priced in your proposal
For customers running Talkify on their own infrastructure. Response targets are within the stated hours.
Basic — 24 hour response
Email support, Monday to Friday, 9am to 6pm. Bug fixes, security patches and knowledge base access.
Standard — 8 hour response
Email and chat, Monday to Saturday, 9am to 9pm. Priority ticket queue, minor feature updates and monthly health reports.
Premium — 4 hour response
Email, chat, phone and WhatsApp, 24/7. For deployments where the phones are the business.
Enterprise — 1 hour response
Every channel, 24/7, with on-site attendance and a dedicated account manager.
Technical Specifications
Something not working?
Open a ticket from the dashboard and it reaches us with your account attached. For an on-premise support contract, ask for a proposal.