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 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.
Opening the box files nothing. If you close it or navigate away, no ticket was created. Studio will never tell you a ticket was raised when it wasn’t.
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 email updates as the team replies
- 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:
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.