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