Support Tickets and Human Help

Studio is built to say “I don’t know” rather than invent an answer. When that happens — or when you just want a person — it hands you off.

When the ticket box opens

Studio opens the ticket box immediately, in the same reply, when:

• The documentation doesn’t answer your question
• You ask for a human, the team, or a ticket

It won’t open for small talk — a greeting, a thank-you, or a goodbye just gets a short friendly reply.

It doesn’t ask “would you like me to raise a ticket?” first. Opening the box isn’t the same as filing one, and you can dismiss it — so making you confirm twice would just waste a round trip.

You write the ticket, not Studio

This is deliberate. When the box opens, you type the problem in your own words, and the support team receives exactly what you wrote. Studio doesn’t summarise it, reword it, or draft a subject for you — a paraphrase loses the detail that solves the case.

The subject line is generated from your own words.

What happens next

Once you send it:

• The ticket appears under Support Ticket in the Studio sidebar, separate from your chat threads
• The conversation turns into a support thread. Replies in it come from a real person, not the AI — Studio makes this explicit at the top of the thread.
• You get an email each time the team replies. The link in the email opens the ticket’s conversation directly in Studio.
• When you reply in the thread, the support team is notified by email, so your follow-up doesn’t sit unseen
• A ticket carries a status — open, pending, resolved, or closed — and a priority

While you’re waiting for the first reply, the thread pauses so you can’t stack messages on an unanswered ticket. Once someone responds, you can reply freely.

When a ticket is closed, the conversation becomes read-only. Start a new chat if something else comes up.

Booking a call instead

Alongside the ticket box, Studio offers a live call with the team:

https://cal.com/dialora/30min 

Mention your agenda when you book so the team can prepare.

If that link has no slots available, tell Studio and it will share the backup scheduling link.

Getting a better answer, faster

• Attach the evidence. Use the + picker to attach the agent or the specific calls involved before you raise the ticket — see Attach Agents and Calls.
• Say what you expected and what happened. “The agent should transfer to my mobile but the caller just hears silence” beats “transfers are broken”.
• Include the specifics. Agent name, phone number, roughly when the call happened.
• Don’t paste secrets. Never put an API key, token, or password in a ticket or in chat. Studio can’t accept them and won’t ask.