Thank you for choosing TextQL. To ensure you receive timely and effective support, we use Pylon integrated within Slack. Below you’ll find clear instructions on how to open, track, and resolve support tickets.

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Opening a Support Ticket

  1. Go to your designated Slack channel shared between your team and TextQL.

    If you need help setting up your Slack channel, please reach out to your TextQL account manager or send an email to support@textql.com.

  2. Create a new ticket by mentioning Pylon in your Slack channel:

    @Pylon [Brief Title or Description of Your Issue]

  3. Interact with the Bot: After mentioning Pylon, a bot will automatically respond to your message, prompting you with follow-up questions to gather necessary information.

    • Please answer all prompted questions clearly and succinctly to help expedite your support request.

  4. Ticket Confirmation: Once you complete the bot’s questions, your support ticket is officially opened. You’ll receive confirmation and a ticket ID for tracking purposes.

    All tickets will be responded to within 24 hours or within the timeframe agreed within the MSA between your company and TextQL, whichever is shorter.

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Communication and Updates

  • Our team will actively provide updates and communicate via Slack regarding ticket progress, resolution timelines, and any clarifications needed from you.

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Ticket Resolution

  • Upon resolution, you’ll receive notification through your Slack channel.
  • You’ll be asked to confirm if the resolution satisfactorily resolves your issue.

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Best Practices for Efficient Support

  • Clearly describe the issue when opening tickets.
  • Provide screenshots or error messages when available.
  • Keep communications focused and responsive to requests from the support team.

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Support Hours

Our standard support hours are Monday to Friday, 10 AM to 5 PM ET. Tickets created outside these hours will be addressed at the earliest opportunity on the next business day.

For urgent matters outside standard support hours, please clearly indicate urgency when opening your ticket.

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Access Support Logs

You can request audit logs for your support tickets by contacting your TextQL account manager via email directly to request comprehensive support ticket audit logs.

Audit logs are provided in compliance with our security and transparency policies, and will be delivered within 3 business days.

Thank you for helping us streamline our support process. Your satisfaction is our top priority.