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Overview

The Enterprise Support Portal is where your team opens support tickets, follows every reply, and sees your organization’s ticket history. It’s built into the Bland dashboard, so there’s no separate login and nothing to install.
The portal is only in the new dashboard at v2.app.bland.ai, and it’s turned on per organization. If you don’t see a Tickets tab next to Contact support, your organization doesn’t have the portal yet. Use the Contact support form to request access.

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Get started

  1. Sign in at v2.app.bland.ai, click your organization’s name at the bottom of the sidebar, then click Contact support. Check that you see the Tickets tab.
  2. Give the admin role to anyone on your team who needs to follow every ticket.
  3. Agree as a team on how you’ll use each severity.
  4. Bookmark status.bland.ai, and check it before you open a ticket.

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Who can see tickets

Anyone in your organization can open a ticket. What they can see depends on their role:

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What to expect

  • Every ticket is reviewed by Bland’s support team, and tickets are worked in order of severity.
  • Each severity has a first-response time, from 1 hour for Critical to 8 business hours for Low. See Choose a severity.
  • Bland support confirms the severity of every ticket and may reclassify it. See Choose a severity.
  • We communicate through the ticket. Every reply appears in the portal and goes to you by email.
  • A ticket stays open until it’s resolved, including while our engineering team works on a fix. See How tickets are resolved.
  • A ticket that’s waiting on your reply is closed after 7 days. See Ticket status.

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Open a ticket

1

Go to Contact support

Make sure you’re signed in to the organization that has the problem. Tickets are filed under the organization you’re working in. Then click your organization’s name at the bottom of the sidebar, and click Contact support.
2

Add a title and severity

Write a one-line title that says what’s wrong, then choose a severity. See Choose a severity.
3

Pick a topic

A topic is optional, but it helps. Most topics ask a question or two, such as which pathway, which phone number, or which call IDs are affected.
4

Describe the problem

Under “What’s happening?”, describe the problem. See What to include for the details we need.
5

Attach screenshots

Add up to five screenshots if they help. In the portal, you can attach files only when you open a ticket.
6

Open the ticket

Click Open ticket. You’ll land on your new ticket, and we’ll reply there and by email.

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Choose a severity

Severity sets the order in which we work tickets. Choose the level that matches the impact on your business right now. Response times are for our first reply, not for resolution. Business hours are 8 a.m. to 6 p.m. Pacific Time, Monday to Friday. Critical tickets are covered 24 hours a day, 7 days a week. Requests that depend on carriers or regulators, such as number porting or SMS registration, follow those parties’ timelines. Bland reserves the right to reclassify a ticket’s severity when it doesn’t match the business impact, and to raise it when a situation becomes more urgent.
  • Critical and High apply to agents running in production. Issues in development or staging are Medium or Low.
  • For a Critical ticket, keep someone available to work with us until it’s resolved.

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What to include

A complete first message is the fastest way to a fix. Include:
  • One issue per ticket. Open a separate ticket for each unrelated problem.
  • What you expected to happen, and what happened instead.
  • When it started, with the date, time and time zone.
  • Two or three example call IDs for a call problem.
  • The agent, pathway or phone number involved.
  • For an API problem, the endpoint, the request ID or timestamp, and the full error response.
  • Steps to reproduce the problem.
  • What you’ve already tried.
  • How many calls or customers are affected.
Never put API keys, passwords or other secrets in a ticket. Bland support will never ask for your password or API key.

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Track your tickets

The Tickets tab lists every ticket you can see, with its title, severity, status, who opened it and when it was last updated.
  • Switch between Open and Closed.
  • Filter by severity, and sort by Last updated or Newest first.
  • Your filters stay in the page URL, so you can bookmark a view or share it with a colleague in your organization.
Click a ticket to read the whole conversation, oldest first. Attachments appear as buttons you can click to download.

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How tickets are resolved

A ticket is resolved when we’ve fixed the issue, given you a workaround, or answered your question. If a fix needs a product change, we’ll tell you, and the ticket stays open while our engineering team works on it. We pass feature requests to our product team. Opening a ticket doesn’t commit Bland to building or scheduling a request.

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Ticket status

Only Bland support closes tickets. When a ticket is waiting on you, we send reminders, and we close it after 7 days without a reply. To pick a closed ticket back up, reply to it from the portal and it reopens.

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Reply to a ticket

Our replies appear on the ticket and go by email to whoever opened it, at the email address on their Bland account. You can reply either way, and your answer lands on the same ticket:
  • In the portal, type in the box at the bottom of the ticket and click Send reply.
  • By email, reply to our message.
Keep all follow-ups on the same ticket so the full history stays together. On a closed ticket, the button reads Reply and reopen.

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Escalate a ticket

To escalate, reply on the ticket and say what changed, such as more customers affected, a new deadline, or a production outage. Bland support reviews every escalation and raises the severity when the impact calls for it.

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Limits

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FAQ

No. Bland support closes tickets once the issue is resolved. If your issue is resolved, reply on the ticket to let us know.
The portal doesn’t have CCs. Owners and admins already see every ticket in the organization, so give the admin role to anyone who needs to follow along.