# Support tickets

> Ask the support team for help by creating a ticket in the portal, then follow it up and close it.

- URL: https://kb.voipcloud.online/support/support-tickets/
- Section: Support and release notes › Support
- Type: guide
- Applies to: All countries
- Portal page: /support/tickets/support_tickets
- Last reviewed: 2026-11-09

To get help from the support team, create a ticket in the portal. The team replies within one business day, and you can follow the conversation and add details on the same ticket.

## Before you start

Check [Network status](https://kb.voipcloud.online/support/network-status/) first. If there's a known issue, the team is already working on it.

Gather the details the team will need:

- the phone numbers, users or devices involved;
- the date and time of an affected call, and the numbers it was from and to;
- what you expected to happen and what happened instead;
- screenshots or error messages.

Never send passwords in a ticket.

## Create a ticket

1. Go to **Support** › **Support tickets**.
2. Click **New ticket**.
3. In **Subject**, enter the main subject of the ticket.
4. In **Message**, describe the issue.
5. Under **Attachments**, add screenshots or documents if they help. Each file can be up to 50 MB.
6. Click **Create a new ticket**, then **Confirm**.

![Your tickets list with search, status filter and the New ticket button](https://kb.voipcloud.online/images/support/support-tickets-list.webp)

## Follow up a ticket

Your tickets are listed under **Your tickets** with their **ID**, **Status**, **Subject** and **Last activity**.

- To find a ticket, type its ID or subject in the search box, choose a status, and click **Search**.
- Click a ticket to read the replies.
- If the team asks for more information, type it under **Comment message**, add any **Attachments**, and click **Send message**.
- When the issue is fixed, click **Close ticket**, then **Confirm**.

A ticket's status is **New**, **Open**, **Pending**, **On-hold**, **Completed**, **Solved** or **Closed**.

## Urgent problems

For urgent problems, call the support team on the number shown at the top of the **Support tickets** page. Extra charges may apply for support outside business hours.

## Ideas and feature requests

To suggest a new feature or an improvement, use [Feature requests](https://kb.voipcloud.online/support/feature-requests/) instead of a ticket.

## Related

- [Network status](https://kb.voipcloud.online/support/network-status/)
- [Feature requests](https://kb.voipcloud.online/support/feature-requests/)