Support
Get help with Voxvaani through our support channels.
Getting Help: Options at a Glance
| Channel | Best For | Response Time |
|---|---|---|
| FAQ | Quick answers to common questions about features, billing, and account management | Instant |
| Troubleshooting Docs | Step-by-step solutions for known technical issues (voice, WhatsApp, payments) | Instant |
| Workflow Guides | ”How do I…” guides for setup, campaign creation, and automation | Instant |
| Support Ticket | Issues that require investigation: bugs, billing errors, configuration that doesn’t match docs | See priority-based response times below |
Self-help resources provide instant answers without waiting for a support response. Always start there before filing a ticket.
Before You Submit a Ticket
Complete this checklist before submitting a support ticket. It helps resolve many common issues without waiting:
- Check the FAQ — Your question may already have a documented answer
- Review Troubleshooting Docs — Step-by-step fixes for known issues
- Refresh and retry — Log out, clear browser cache (Ctrl+Shift+Delete), log back in, and try again
- Test on a different browser or network — Rule out browser extensions, VPN, or firewall issues
If the issue persists after completing all four steps, you are ready to submit a ticket with useful diagnostic information.
What to Include in Your Ticket
A well-written ticket dramatically speeds up resolution. Use the following template:
Ticket Template
Subject: [Feature/Area] Brief description of the issue
What happened:
[Describe the exact behavior you observed. Be specific — include
error messages, unexpected results, or missing features.]
What you expected:
[Describe what should have happened if the platform worked correctly.]
When it happened:
[Date and time with timezone, e.g., "July 28, 2026 at 3:15 PM IST"]
How to reproduce:
1. Navigate to: [URL of the page you were on]
2. Click: [Button or link you interacted with]
3. Enter: [Any values you typed or selected]
4. Observe: [What you saw happen]
Additional Context:
- Campaign ID / Transaction ID: [For billing/campaign issues]
- Browser and version: [e.g., Chrome 125, Firefox 127]
- Screenshot / Console errors: [Attach or paste]💡 Good Ticket vs. Bad Ticket
A ticket that says “campaign not working” will require multiple back-and-forth messages. A ticket that says “Voice campaign #12345 shows ‘Insufficient voice minutes’ error despite wallet showing 500 minutes at 3:15 PM IST on July 28” can often be resolved in a single response.
Required Information by Issue Type
| Issue Type | Must Include |
|---|---|
| Billing / Payment | Razorpay transaction ID, plan name, amount, date |
| Campaign Failure | Campaign ID, error message, approximate time of failure |
| Login Issue | Account email, browser and version, error message |
| WhatsApp / Meta | WABA ID, template name, Meta error code (if visible) |
| API / Integration | API endpoint, request payload (redact secrets), response/error |
Support Ticket System
Voxvaani includes a built-in support ticketing system for getting help directly from the platform.
Creating a Support Ticket
- Navigate to Support from the sidebar
- Click Create Ticket
- Enter a Subject for your issue
- Describe your Issue in detail (use the template above)
- Submit the ticket
Managing Tickets
- View Tickets — See all your submitted tickets and their status
- Track Progress — Monitor ticket status as it moves through the lifecycle
- Add Comments — Reply to your tickets with additional information or answers to follow-up questions
Ticket Lifecycle
Every support ticket follows a structured lifecycle from creation to closure:
| Stage | Description | What Happens |
|---|---|---|
| Created | Ticket submitted by you | Auto-assigned a ticket number; visible in your ticket list |
| Assigned | Triage complete | A support team member takes ownership and reviews the details |
| In Progress | Active investigation | Support is diagnosing, reproducing, or fixing the issue; may request additional details |
| Resolved | Fix applied or explanation provided | You receive a resolution; verify the fix on your end |
| Closed | Resolution confirmed | Ticket archived; reopen it by adding a new comment if the issue reoccurs |
What You Should Do at Each Stage
- During “In Progress”: Respond promptly to follow-up questions — delays in your response pause the investigation
- When “Resolved”: Verify the fix on your end and confirm whether the issue is fully addressed
- After “Closed”: If the same issue reoccurs, reference the original ticket number in your new ticket to provide context
Ticket Priority Levels
Support tickets are triaged and assigned a priority level based on impact:
| Priority | Description | Example | Response Target |
|---|---|---|---|
| P1 - Critical | Platform down or major feature unavailable for all users | Cannot log in, all campaigns failing | Within 2 hours |
| P2 - High | Significant feature degraded, affects business operations | WhatsApp not sending, balance not updating | Within 8 business hours |
| P3 - Medium | Issue affects a single user or non-critical feature | Template sync failing, IVR node misconfiguration | Within 24 business hours |
| P4 - Low | Cosmetic issues, feature requests, documentation clarifications | UI glitch, spelling error, enhancement request | Within 48 business hours |
Response times are targets, not guarantees, and apply during business hours. “Response” means initial acknowledgment and triage, not necessarily full resolution.
Escalation Path
If your issue is not resolved to satisfaction, follow this escalation path:
- First follow-up — Reply to the existing ticket with additional context or a request for escalation. Include details about why the current resolution is insufficient
- Administrator escalation — If you are a team member, ask your platform administrator to follow up on your behalf. Administrators have visibility into organization-wide tickets and can add priority context
- Account manager escalation — For urgent unresolved issues, administrators can request escalation to the platform engineering team through their account manager
ℹ️ Escalation Best Practices
- Always use the existing ticket for follow-ups — do not create a new ticket
- When requesting escalation, explain why the current resolution is insufficient and what outcome you need
- Escalation is most effective when the original ticket includes complete information (see ticket template above)
Support Best Practices
- Be specific and detailed in your ticket description
- Include relevant transaction IDs for billing issues
- Check your ticket regularly for follow-up questions
- Close the ticket once your issue is resolved
- Do not open multiple tickets for the same issue; add comments to the existing ticket instead
- If a resolved issue reoccurs, reference the original ticket number in your new ticket