As an Aircall customer, you will be able to create, update, and check the status of any Support, Porting, and/or Billing requests through our ticketing portal.
You can access the portal by going to: https://support.aircall.io/hc/en-gb/
For more details on the portal, and the migration, please make sure to visit the following pages:
Using Aircall's Ticketing Platform
As an Aircall user, you will automatically have access to our Support portal, and will simply login with your Aircall account:
If not already logged in, click on Sign in
If you are not already signed into the Aircall Dashboard, you will be prompted to sign in. Please make sure to login with the same method you use to typically log in to Aircall (either by Email and Password or by Sign in with Google if that has been selected by your company for logging into Aircall)
Although only Admins will have access to the Aircall Dashboard, Users will still be directed to this page to sign in. Users will not have access to Aircall's Admin Dashboard after signing in
⚠️ Please note: If you have used our previous Jira ticketing portal for submitting tickets, make sure to use your Aircall login credentials to sign in, and not the credentials you used for Jira.
Creating New Tickets
To create a new ticket, all you need to do is click Submit a requests!:
You will then be prompted to provide some information about why you are reaching out, and how we can assist:
Be sure to provide us with as much information as possible so that we can qualify your request quickly.
Following up on Tickets
If you would like to communicate with the support team or check the status of your tickets, navigate to the upper right-hand corner of the screen:
Click on your name to open a drop-down menu
Click on Requests
You will be able to see tickets that you have opened, as well as tickets you have been CC'd on
You can click on a ticket to access the detailed page where you can write communication and view responses from the team
Reopening a Ticket
Need to follow up on a ticket that has been solved? Depending on the ticket, it will remain available for updating for approximately 5 business days after it was initially solved. Simply add a new comment to reopen your ticket with the agent you were speaking with.
If your ticket has been fully closed, click the create a follow-up link on your ticket to submit a new one with our teams. Your new ticket will be automatically linked with your existing closed ticket so that all the relevant information is easily accessible.