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| | Path: [[Callproof Support]] - [[New Website]] - [[Support Menu]] | | Path: [[Callproof Support]] - [[New Website]] - [[Support Menu]] |
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| − | = Submit Support Request = | + | == [[Submit Support Request]] == |
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| − | '''Screen purpose:''' Send a support ticket to the CallProof team from inside the app — pick a category, describe the issue, and choose how you want to be contacted.
| + | Submit Support Request (New Web) Opens as a modal. Does not leave the current page. URL: GET and POST /support/ Send a problem or question to CallProof support by email. No in-app ticket record is stored. Any logged-in user can use it if the menu item is visible. Form fields: Category, Description of Problem or Question, Please Contact Me (Email / Phone / Do not contact), Phone or Email when that option is selected. Example: Rep’s call recordings are not uploading. They submit a request with Phone contact and get a success toast. Support receives the email with Reply-To set to their address. Related: companies without VoIP may see Request VOIP pointing to /support/?voip=1 with a VoIP category preselected. |
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| − | * Choose a support '''Category'''
| + | More Info: [[Submit Support Request]] |
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| − | * Describe your problem or question
| + | [[File:SubmitSupportRequest.png|350px|thumb|Submit Support Request popup]] |
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| − | * Ask to be contacted by '''Email''', '''Phone''', or '''Do not contact'''
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| − | | |
| − | * Submit — CallProof emails the request to support
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| − | '''Popup title:''' Submit Support Request
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| − | '''Address:''' <code>/support/</code>
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| − | '''Note:''' This is a '''popup''' opened from the Support menu — not a full page. Opening the address directly returns the form for the popup.
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| − | '''Navigation:''' '''Support Icon Hover''' → '''Submit Support Request'''
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| − | [[File:SubmitSupportRequest.png|300px|thumb|Submit Support Request popup]] | |
| − | <div style="clear:both;"></div>
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| − | | |
| − | == How to open Submit Support Request ==
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| − | | |
| − | === Option A — Support menu (recommended) ===
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| − | | |
| − | # Sign in to CallProof.
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| − | # Open the sidebar '''Support''' section.
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| − | # Click the menu item for '''Support''' / '''Submit Support Request''' (label may vary by company menu).
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| − | # The '''Submit Support Request''' popup opens.
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| − | | |
| − | === Option B — Request VOIP (companies without phone/VOIP enabled) ===
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| − | # If your company does not have CallProof VOIP/texting enabled, the phone-numbers menu may show as '''Request VOIP'''.
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| − | # Click '''Request VOIP'''.
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| − | # The same support popup opens with a '''VOIP'''-related category pre-selected when available.
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| − | | |
| − | == Permissions ==
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| − | | |
| − | * You must be '''signed in'''.
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| − | * Any signed-in user can submit a request.
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| − | * Your '''company name''', '''your name''', and (when set) your login email are included so support knows who sent it.
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| − | * Company menu permissions control whether the Support item appears in the sidebar.
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| − | | |
| − | == What you see in the popup ==
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| − | {| class="wikitable"
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| − | ! Field
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| − | ! Required?
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| − | ! Notes
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| − | |-
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| − | | '''Category'''
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| − | | Yes
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| − | | Dropdown of support categories (ordered for your company). Examples may include general help, billing, VOIP, etc.
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| − | |-
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| − | | '''Description of Problem or Question'''
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| − | | Yes
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| − | | Free-text box — explain what happened, what you expected, and any error messages.
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| − | |-
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| − | | '''Please Contact Me'''
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| − | | Yes
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| − | | Choose one: '''Email''', '''Phone''', or '''Do not contact'''
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| − | |-
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| − | | '''Email''' (shown when Email is selected)
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| − | | Yes (if Email)
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| − | | Pre-filled with your CallProof login email; you can change it
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| − | |-
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| − | | '''Phone Number''' (shown when Phone is selected)
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| − | | Yes (if Phone)
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| − | | Pre-filled with your default phone when available; you can change it
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| − | |-
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| − | | '''Submit'''
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| − | | —
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| − | | Sends the request to CallProof Support
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| − | |-
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| − | | '''X''' (close)
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| − | | —
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| − | | Closes without sending
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| − | |}
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| − | == Why Submit Support Request matters ==
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| − | {| class="wikitable"
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| − | ! Action
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| − | ! Purpose
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| − | ! When to use it
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| − | |-
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| − | | '''Submit a request'''
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| − | | Get help from CallProof Support without leaving the app.
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| − | | Bugs, how-to questions, account issues.
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| − | |-
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| − | | '''Pick a Category'''
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| − | | Routes your request to the right support topic.
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| − | | Always — choose the closest match.
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| − | |-
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| − | | '''Contact by Email / Phone'''
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| − | | Tell support how to reach you for follow-up.
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| − | | When you need a reply or callback.
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| − | |-
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| − | | '''Do not contact'''
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| − | | Send details only (for example a heads-up) without asking for a reply.
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| − | | Rare; most tickets need a contact method.
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| − | |-
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| − | | '''Request VOIP'''
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| − | | Ask CallProof to enable/set up phone features for your company.
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| − | | When the VOIP/phone menu is not available yet.
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| − | |}
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| − | = Submit a support request =
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| − | [[File:SubmitSupportRequestForm.png|250px|thumb|right|Support request form]]
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| − | | |
| − | === Steps ===
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| − | # Open '''Submit Support Request''' from the Support menu.
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| − | # Choose a '''Category''' from the dropdown.
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| − | # In '''Description of Problem or Question''', write a clear summary:
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| − | ** What you were doing
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| − | ** What went wrong (or what you need)
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| − | ** Any exact error text, screen name, or URL
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| − | # Under '''Please Contact Me''', select one option:
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| − | ** '''Email''' — then confirm or edit the '''Email''' field that appears
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| − | ** '''Phone''' — then confirm or edit the '''Phone Number''' field that appears
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| − | ** '''Do not contact''' — no extra field appears
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| − | # Click '''Submit'''.
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| − | # You should see: '''Support Request Sent Successfully'''.
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| − | # The popup closes after about a second.
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| − | | |
| − | '''Required fields:''' Category, Description, and a contact choice. If you pick Email or Phone, that contact field is also required — incomplete fields are highlighted before submit.
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| | <div style="clear:both;"></div> | | <div style="clear:both;"></div> |
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| − | = Contact preferences explained = | + | == [[Help & FAQs (New Web)]] == |
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| − | {| class="wikitable"
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| − | ! Choice
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| − | ! What happens
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| − | |-
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| − | | '''Email'''
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| − | | Support sees your preferred email. Reply-To on the ticket uses your CallProof login email so they can reply to you.
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| − | |-
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| − | | '''Phone'''
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| − | | Support sees the phone number you entered (defaults to your profile phone when available).
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| − | |-
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| − | | '''Do not contact'''
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| − | | The ticket is still sent; you are not asking for a callback or reply.
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| − | |}
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| − | = Request VOIP (related shortcut) =
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| − | | |
| − | '''Purpose:''' Ask CallProof about enabling VOIP / phone features when your company does not already have them.
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| − | '''Address pattern:''' <code>/support/?voip=1</code> (opens the same popup with VOIP category selected when that category exists)
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| − | | |
| − | === Steps ===
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| − | | |
| − | # Click '''Request VOIP''' in the menu (shown when VOIP/phone numbers are not enabled for your company).
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| − | # Confirm the '''Category''' is the VOIP-related option (or select it).
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| − | # Describe what you need (for example: enable calling, texting, or a new phone number).
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| − | # Choose how you want to be contacted.
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| − | # Click '''Submit'''.
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| − | | |
| − | = What CallProof Support receives = | |
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| − | Your ticket email to support includes:
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| − | * Your '''company name'''
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| − | * The '''category''' you chose
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| − | * '''Your name''' (from your CallProof profile)
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| − | * Your '''contact preference''' and details (email or phone, if provided)
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| − | * Your '''description'''
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| − | * A subject line with company, your name, and the date/time
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| − | | |
| − | You do not manage a ticket list inside CallProof — follow-up happens by email or phone based on what you selected.
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| − | | |
| − | = Typical workflow =
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| − | # Hit a problem (or have a question) while using CallProof.
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| − | # Open '''Support → Submit Support Request'''.
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| − | # Pick the best '''Category'''.
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| − | # Paste any error text and name the screen (for example “Email Accounts” or “Update Time Zone”).
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| − | # Choose '''Email''' (keep your login email) or '''Phone'''.
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| − | # Click '''Submit''' and wait for the success message.
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| − | # Watch your email (or phone) for a reply from support.
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| − | | |
| − | = Tips and important notes =
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| − | | |
| − | * Be specific: screen name, what you clicked, and the exact error message save back-and-forth.
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| − | * Prefer '''Email''' if you can attach screenshots in your reply later.
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| − | * Your profile email and default phone are pre-filled — update them in the form if you want support to use a different number/address for this ticket only.
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| − | * Closing the popup with '''X''' discards an unsent form.
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| − | * This does '''not''' change your account settings — it only sends a message to support.
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| − | * For account/login issues where you cannot sign in, email [mailto:support@callproof.com support@callproof.com] directly.
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| − | == Need help? ==
| + | Help & FAQs (New Web) Menu URL is commonly https://callproof.com/plans/#faq. In New Web, that link is intercepted and redirected to CallProof Academy at /show_tutorial_videos/. Browse global and company-specific tutorial videos to learn the product instead of contacting support first. Available to logged-in users when the menu item is visible. Example: New rep watches onboarding videos from Support → Help & FAQs. Page heading: Welcome to CallProof Academy. Supports searching videos by title. Company-specific videos can be managed separately by managers or Tools. |
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| − | * Form will not submit: fill Category, Description, and a contact choice; if Email/Phone is selected, fill that field too
| + | More Info: [[Help & FAQs (New Web)]] |
| − | * Wrong category: pick the closest match — support can re-route the ticket
| + | [[File:CallProofAcademy.png|350px|thumb|Help & FAQs]] |
| − | * No success message: check your connection and try again; if it fails repeatedly, email [mailto:support@callproof.com support@callproof.com]
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| − | * Did not hear back: confirm the contact email/phone you entered, then follow up with support@callproof.com
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| − | * Other issues: email [mailto:support@callproof.com support@callproof.com]
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