> ## Documentation Index
> Fetch the complete documentation index at: https://docs.servicebooked.ca/llms.txt
> Use this file to discover all available pages before exploring further.

# Contact support

> How to get help when you're stuck.

When you hit a problem we haven't covered in the docs, our support team is one click away.

## Open a ticket

The fastest path: **Dashboard → Support** in your dashboard. Click **New ticket**. Fill in:

* **Subject** — short summary ("Auto-text not firing on missed calls")
* **Description** — the full context. The more detail, the faster we can help. Include:
  * What you were trying to do
  * What actually happened
  * Any error messages
  * Specific examples (call times, customer numbers, etc.)
  * Steps you've already tried

Tickets go directly to our team. We respond within one business day; usually faster.

## What happens next

1. You'll see the ticket in your dashboard with **Open** status.
2. We reply in-thread. You'll get an email + in-app notification.
3. Reply back with anything we ask for. The conversation is asynchronous — answer when you can.
4. When the issue is resolved, the ticket moves to **Resolved**. If you have follow-up questions, just reply on the same ticket.
5. After 30 days of inactivity, resolved tickets auto-close. You can reopen any closed ticket from the ticket detail page if the issue comes back.

## Email

If you can't reach the dashboard (e.g., you can't log in), email us directly: **[support@servicebooked.ca](mailto:support@servicebooked.ca)**. Include your account email + the same kind of detail above.

## What we can help with

* **Setup questions** — we walk through anything in the dashboard with you
* **Bug reports** — we fix bugs fast; please report what you see
* **Billing issues** — payment failures, plan changes, refunds
* **A2P 10DLC registration help** — common pain point; we've walked many owners through it
* **Custom workflow requests** — tell us what you want; we may build it
* **Integration questions** — calendar, Slack, webhooks, anything

## What we can't help with

* **Generic AI questions** — "how do I make the AI Receptionist sound more like a real person?" → check your business profile, tone, and knowledge base. If you're stuck after that, sure, we'll help.
* **Twilio account-level issues** — we manage your sub-account; for issues with your master Twilio account or A2P at the parent-account level, you'd talk to Twilio directly.
* **Your customer's specific complaint** — if a customer is unhappy with how the AI Receptionist handled them, we can review the transcript with you. We can't intervene on your behalf with the customer.

## Support hours & response time

* **Business hours**: Monday–Friday, 9am–6pm ET
* **First response**: typically within a few hours during business hours, within one business day off-hours
* **Resolution time**: depends on complexity; simple questions resolve same-day, bugs may take a few days

For genuine emergencies (your number is down, AI is sending wrong messages at scale), mark the ticket **Urgent** and we'll prioritize.

## Feature requests

We track feature requests separately from bugs. Open a ticket with subject prefix `[Feature]` and we'll add it to our backlog. Common requests get prioritized; we ship significant updates roughly monthly.

If your feature request is mission-critical, mention that — we sometimes accelerate items that are blocking customers from getting full value.

## Status page

A public status page is on the roadmap. For now, if you suspect a wider outage, check our X (Twitter) account or open a support ticket and we'll confirm.

## You made it

That's the docs. If something's missing, contact us — these guides evolve based on what real customers ask.

<Card title="Back to home" icon="house" href="/">
  Browse the rest of the docs.
</Card>