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How to Create a Ticket or Start a Chat on the Dashboard
How to Create a Ticket or Start a Chat on the Dashboard

A step by step guide on getting support in the dashboard.

Rapyd Team avatar
Written by Rapyd Team
Updated over a week ago

Whether we like it or not, support interactions are inevitable. At Rapyd, we aim to make your interactions with our support team as enjoyable as possible while providing sustainable solutions.

Learn more about how to contact our support team through the dashboard in this guide.


Video Guide to Support

Check out our video walkthrough!

Creating a Ticket

When to Create a Ticket

Tickets are best suited for complex issues that require multiple actors or a more in-depth troubleshooting process. Think of this as depth over speed (although we're still pretty fast πŸ˜‰). You can learn more about our ticket SLAs here: Understanding Rapyd's Support Plans

Step by Step: Creating a Ticket

To get started, access your Rapyd account and then click on the pink icon located in the lower right corner of the Rapyd dashboard.

In the sidebar that opens, select Send us a message button at the top. This will take you to a chat with our AI bot, which is great at providing you with solutions to common issues.

Alternatively, you can select Messages from the bottom menu, which will open all of your open tickets. At the bottom of your open tickets, you'll see the Send us a message option, which will take you to the same chat mentioned above.

At this stage, you will have four options to choose from: Technical Support; Billing; Sales; or Create Ticket.

The first three options will start real-time conversations with our support team, but we want to go with Create Ticket for now.

When you select Create Ticket, you'll be prompted once more to make a selection between Technical Support and Billing.

Once you make your selection, our bot will send you a button that says Create Ticket.

After clicking this button, you'll be taken to a short form that asks for a description of how our support team can help you. Be sure to add as much detail as possible here! When you're ready, click on the Create Ticket button.

A success message will appear with the confirmation that your ticket has been submitted.

Starting a Chat

When to Start a Chat

Chats are best suited for urgent issues that require immediate troubleshooting and resolution. Our support agents are trained and eager to make sure your site is online at all times. Think of this as speed over depth. you can learn more about our chat SLAs here: Understanding Rapyd's Support Plans

Step by Step: Starting a Chat

To get started, access your Rapyd account and then click on the pink icon located in the lower right corner of the dashboard.

In the sidebar that opens, select Send us a message button at the top. This will take you to a chat with our AI bot, which is great at providing you with solutions to common issues.

Alternatively, you can select Messages from the bottom menu, which will open all of your open tickets. At the bottom of your open tickets, you'll see the Send us a message option, which will take you to the same chat mentioned above.

At this stage, you will have four options to choose from: Technical Support; Billing; Sales; or Create Ticket.

Select the reason that best aligns with your needs.

A chat will begin with our AI bot, who is pretty good at finding solutions to common issues. However, you will always have the option to talk to a person if our bot isn't getting the job done!

All of the conversations created by your username will remain in the Messages option so that you can check them when needed.


Now you know how to contact Rapyd support when you need it! We're always around and happy to assist you.

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