Beta Now Available!
🚀 The new Messaging Portal is now in beta! Contact your ConnecttoTeams provider or reach out to our support team to get access to the beta site. We'll announce the official general availability date through our usual channels.
We've redesigned our Messaging Portal with a fresh, new look and improved features to make managing your messaging configurations even easier. You can now get your work done faster with a more intuitive and user-friendly experience.
Video
A companion video tutorial is also available for a visual walkthrough of the steps covered in this article.
Prefer a visual walkthrough?
Watch the step-by-step video here. Jump links are available for each part of the video.
Overview
This article explains how to submit a support ticket and track existing tickets in the ConnectToTeams Messaging Portal. If your provider has enabled the portal's ticketing system, you can report issues, communicate with the Support Team, and view updates — all from your avatar menu.
Accessing the Ticketing Options
Open the avatar menu in the top-right corner of the portal. If your provider has enabled the portal's ticketing system, you will see two options:
Request Support — used to report a new issue.
Support Tickets — used to view all open tickets associated with your account.
Availability
If the Request Support and Support Tickets options are not visible in your avatar menu, your ConnecttoTeams provider may have a dedicated ticketing system in place. Reach out to them directly to find out how to submit issues.
Submitting a Support Ticket
To submit a support ticket, click the avatar menu and select Request Support. Fill in the form with your issue details as follows:
Account Name and Enterprise Name — enter your Enterprise name in both fields.
Summary — enter a meaningful short description of the issue. This will become the subject of the emails sent to you as part of the ticket communication.
PBX Type and PBX Software Version — you may enter dummy values. These fields are part of a generic form shared across all platform services and may not apply to your setup.
Detailed Description — provide as much detail as possible so our Support Team has the context they need to get started quickly.
Attachments — attach any screenshots that may help illustrate or troubleshoot the issue.
Contact Email Address — enter your contact email in the last field.
Once complete, click the Send button. After the ticket is successfully recorded, it will appear in the Support Tickets screen.
Viewing and Managing Your Tickets
To view and manage your existing tickets, click the avatar menu and select Support Tickets. This page lists all open tickets associated with your account.
Click any ticket to open the full conversation thread, where you can view updates from the Support Team. You can also submit additional comments to provide more information or follow up on your issue.
Additional Resources
For more guides and step-by-step documentation, check the rest of the knowledge base articles for the new Messaging Portal.