Support
Get help with Cloudax Connect through the in-app ticketing system. Every conversation with the support team (questions, bug reports, feature requests, billing queries, and outage alerts) is tracked as a ticket with a live chat-style thread, file attachments, and a shared severity model that sets the expected response time.
Skim the docs first
Creating a Support Ticket
Navigate to the Tickets page
Click New Ticket
Fill in the ticket details
- Title: A short summary of the issue or request.
- Description: A detailed explanation; supports Markdown.
- Severity: Pick Sev A, Sev B, or Sev C (see Ticket Severities below). This sets the response-time expectation.
- Response Hours: Only shown for Sev B. Choose between business hours and continuous 24×7 (Sev A is always 24×7, Sev C is always business hours).
- Category: Choose from Support, Bug, Feature, Billing, Technical, or Other. Required.
- Related agent: Optionally link a specific agent if the issue is agent-specific. This gives the support team direct access to the agent's configuration and recent calls.
- Attachments: Drag-and-drop or paste screenshots, logs, PDFs, CSVs, and other supporting files directly into the dialog. The same attachment panel is available on every reply.
Submit your ticket
Ticket Severities
Severity sets the response-time commitment. Choose the level that reflects the actual business impact; over-escalating drowns the support queue and slows down responses for everyone, including you.
| Severity | Impact | Response hours |
|---|---|---|
| Sev A | Critical: significant loss or degradation of services that requires immediate attention. By selecting Sev A you commit to a continuous operation with the support team until resolution. We may downgrade to Sev B at our discretion if the impact does not justify 24×7 work. | Continuous 24×7 |
| Sev B | Moderate: services are impaired but you can reasonably continue to operate. You choose response hours: business hours, or a committed 24×7 effort. | Your choice (business hours / 24×7) |
| Sev C | Minor: business is functioning with minor impediments. The standard bucket for “how do I…” questions, cosmetic issues, and small bugs that don't block you. | Business hours only |
Ticket Categories
Categories help us route the ticket to the right team. Pick the one that best matches the nature of the issue:
- Support: General help, “how do I…” questions, and account guidance.
- Bug: Something is broken or behaving unexpectedly.
- Feature: A request for new functionality or an enhancement.
- Billing: Invoices, plan changes, add-ons, and payment issues.
- Technical: Integration, API, telephony, or infrastructure topics.
- Other: Anything that doesn't fit the categories above.
Tracking Your Tickets
Each ticket moves through a series of statuses as it is worked on:
- Open: The ticket has been submitted and is awaiting review.
- In Progress: The support team is actively investigating your issue.
- Resolved: A solution has been provided or the issue has been fixed.
- Closed: The ticket is complete and no further action is expected.
Each ticket includes a chat-style message thread for ongoing communication between you and the support team. Replies, status changes, and assignment changes all stream in live over WebSocket; no refresh is required. When the team replies you'll see a "Needs Response" indicator on the ticket so the inbox triages itself.
Replies support the same Markdown formatting and attachments as the original description: drop in screenshots of an error, paste a log file, or share a short recording to make the back-and-forth quicker. Attachments are scanned and stored privately to your workspace; they are never visible to other tenants.