Aircall's support portal provides access to the Aircall AI Assistant, the Knowledge base, and a ticketing platform for creating and managing support requests. This guide explains how to access and use these features.

You can access the portal here: https://support.aircall.io/

Aircall AI Assistant

The AI Assistant is trained on Aircall’s help documentation and can:

  • Provide information about Aircall
  • Answer common questions
  • Assist with troubleshooting
Aircall support portal main page where users can access to chat with AI Assistant

Knowledge base

Browse or search the Knowledge base to learn more about Aircall and find answers to frequently asked questions.

Aircall support portal main page where users can access knowledge base articles.

Resource links

From the portal, you can also explore additional resources - such as the Aircall Learning Lab, our customer-facing educational platform designed to help you master using Aircall.

Aircall support portal main page where users can access Recourse links to learn more about Aircall

Using the ticketing platform

Aircall users with Owners, Administrators, and/or Supervisors roles can create, update, and check the status of Product Support, Porting, and Billing requests directly in the ticketing portal.

Log in to the portal

Steps:

  1. Go to https://support.aircall.io/
  2. If not already logged in, click Log in.
Aircall support portal main page where users can login to submit a ticket
  1. Sign in using the same method you normally use to access Aircall (email and password, Google Sign-in, or SSO).
The sign-in page which promotes the AI features of Aircall
the sign-in page to complete with different authentication options
Note: Agents are also directed to the same login page but will not have access to the Admin Dashboard after signing in.

Create a new ticket

Steps:

  1. From the Contact Us dropdown, select Submit a request.
Main page of the Aircall Help Center where you can submit your request with our support team
  1. Provide detailed information about your issue and how we can assist.
Submit a request page with one of the Aircall teams: Billing, Porting or Product Support
Tip: The more details you provide, the quicker we can qualify and resolve your request.

Follow up on tickets

Steps:

  1. In the upper-right corner, click your name.
  2. From the dropdown, select Requests.
From the main page of the Support portal you can access your previous requests

Here you can:

  • View tickets you opened
  • View tickets you are CC’d on
  • Search for specific tickets you opened or are CC'd on
  • Filter tickets by status

Each ticket shows:

  • Subject
  • ID
  • Created (Date)
  • Last activity (Date)
  • Status

Possible ticket statuses are: Pending assignment, In progress, Awaiting your reply, or Solved.

Click a ticket to open the detailed view, communicate with our Customer Support team, and see responses.

Reopen a ticket

If you need to follow up on a ticket that has been solved:

  • You can reopen it by adding a comment within 3 business days of resolution.
  • After that, the ticket will be fully closed, and you will need to create a new ticket.

Troubleshooting

If you experience login issues, ensure you are signing in with the same method used for your Aircall Dashboard. View more information in the article: Help Logging Into Aircall's Support Portal.

Additional features

  • Change Help Center language: View content in English, German, Spanish, or French.
Language options on the main page of the Support Portal
  • View Aircall status: Check real-time operational updates by selecting Aircall Status.
Access to the Aircall Status page from the Aircall Support Portal
The overview of the Aircall Status page.png
  • Try for free: If your company is not yet using Aircall, click Try for free to start a trial.
The click Button to try the Free trial at Aircall
The main page to subscribe for the trial