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Tracked tickets are at Support. Every role can open and reply, including viewer. A ticket is scoped to the workspace you have open. People without an account can still write from robase.dev/contact. A signed-in customer should use the dashboard so the thread has a status.

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Open a ticket

  1. Open Support.
  2. Choose New ticket.
  3. Subject. Required. 200 characters at most.
  4. Category. Delivery and routing, Billing and credits, API and integration, Account and access, or Something else. If you leave the category empty, it is stored as Something else.
  5. What is happening. Required. 10,000 characters at most. Include the phone number, the message id, and the time. Those are what we look up in the logs.
  6. Attachments, when the picker is shown. PNG, JPEG, WebP, GIF, or PDF. Up to 5 files, 10 MB each. The picker is hidden when file storage is not configured. The server still refuses a bad upload.
  7. Raise ticket.
Do not paste API keys or passwords. We do not need them to debug a send. On success the page confirms the reference. References look like RBS- plus letters and digits. The characters I, O, 0, and 1 are left out so a reference can be read aloud.

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Track it

The list shows each ticket’s subject, category, status, and when it last changed. Open a row for the thread. Replies land in the thread and in your inbox. Use Reply on the ticket to add message ids, timestamps, or what changed. Attachments on a reply follow the same file rules. A ticket you cannot open belongs to another workspace, or the id is wrong. The page says to switch workspace and try again. Billing questions, sender ID questions, and a failed first send all belong here. For a failed send, start from the logs so the ticket includes the id.