Administrator Manual

Choose a chapter

  1. Introduction
  2. Dashboard
  3. Users
  4. Contacts
  5. Telephone Numbers
  6. Settings
  7. History
  8. Hardware Configuration
  9. Integrations
  10. Billing
  11. Advanced
  12. Getting Help

Getting Help

Walk Throughs

Walk Throughs

Figure 12.1 Walk Throughs.
  1. To Begin Click Help.
  2. Select Walkthroughs to see a selection of step by step instructions to help setup your account.
  3. Click on the Topic or feature you wish to setup and follow the onscreen instructions.
  4. Provides easy access to Online Manual
  5. Click to switch for Contact options if further support is needed.

Contact Support

Contact Support

Figure 12.2 Contact Support.
  1. To Begin Click Help.
  2. Change View to Contact Support.
  3. Select live chat to connect to one of support agents on chat.
  4. You can also Submit a Ticket, you can attach files and documents for requests like porting or troubleshooting.
  5. Click to View or Reply to Closed and Active tickets.
  6. For Telephone support you will also need a PIN, click Get PIN button which will provided a 4 digit pin required when calling.
  7. Provides easy access to Online Manual
  8. Click To Swap Back to Walkthroughs.

Remote Support

If requested by our support team via a Ticket, live Chat or Telephone support please use link below to download the Anydesk file required for us to assist remotely.

Remote support install

Figure 12.3 Remote support install.

As soon as the download is complete just run the file.

Remote support ID

Figure 12.4 Remote support ID.

If support was via a Ticket please copy and past the unique ID generated by the support tool into the ticket and wait between 15 and 20 minutes for a memeber of support to join.

For live chat and Telephone support you can provide this ID to them directly.

Manual

Manual

Figure 12.5 Manual.

To access VoIPstudio manual:

  1. Switch between manual sections using drop down shown as (3) in Figure 12.5 above.
  2. Search information using field shown as (2) in Figure 12.5 above.
  3. Use navigation on the left to browse chapters.
  4. Click Back button shown as (6) in Figure 12.5 above to go back to VoIPstudio control panel.

Submit Ticket

Submit Support Ticket

Figure 12.6 Submit Support Ticket.

To contact 24/7 VoIPstudio Technical Support:

  1. Select reason for your ticket from drop down shown as (3) in Figure 12.6 above.
  2. Enter subject of your ticket.
  3. Enter details of your ticket providing as much details of your problem as possible.
  4. Option to attach a file, the file size can be no larger than 2Mb.
  5. Click Submit to send the ticket.

When you submit a ticket a unique reference number will be allocated. Please use this reference number when referring to your ticket in the future. You will be notified by email when response is posted.

View current and closed tickets

View Support Ticket list

Figure 12.7 View Support Ticket list.

Under this section you can review tickets status and update them.

  1. Use status filter to select which ticket should be displayed.
  2. Use the edit button on the ticket to access the details, or update it.
  3. By default closed tickets will not be shown. You can use Show Closed Tickets button to view them.
  4. By default only the tickets generated by the current user are displayed. If you are an organization Admin you can click Show tickets for all Users to view the tickets of the entire organization.

Reply to Ticket

View Support Ticket and reply

Figure 12.8 View Support Ticket and reply.

On the Support tickets

  1. Select the ticket you are going to update. Click icon shown as (1) in Figure 12.8 above.
  2. Enter your reply.
  3. Option to attach a file, the file size can be no larger than 2Mb.
  4. Click Submit button.
Click to Chat