> ## Documentation Index
> Fetch the complete documentation index at: https://docs.tracklysms.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Support

> How to get help with Trackly SMS

Need help? The fastest way to get support is through the **Support** page in your dashboard.

## In-App Support (Recommended)

Create and track support tickets directly from your Trackly dashboard. Tickets are synced to our team's Discord so you get fast responses without leaving the platform.

<Steps>
  <Step title="Open Support">
    From the sidebar, click **Support**
  </Step>

  <Step title="Create a ticket">
    Switch to the **New Ticket** tab. Fill in a subject, description, priority, and category.
  </Step>

  <Step title="Track progress">
    View all your tickets in the **My Tickets** tab. Click into any ticket to see replies and add follow-ups.
  </Step>
</Steps>

### What You Get

* Ticket tracking with status updates
* Threaded replies between you and the support team
* Priority levels (Low, Normal, High, Urgent)
* Category tagging for faster routing
* Full conversation history

### Response Times

| Priority | Target Response   |
| -------- | ----------------- |
| Low      | Within 24 hours   |
| Normal   | Within 8 hours    |
| High     | Within 2 hours    |
| Urgent   | Within 30 minutes |

## Discord

If you've linked your account to Discord, you can also create tickets via slash commands. Tickets created from the dashboard automatically appear as Discord threads, and vice versa.

<Card title="Join Discord" icon="discord" href="https://discord.gg/trackly">
  Join the Trackly SMS Discord server
</Card>

See [Discord Support](/integrations/discord-support) for details on using Discord commands.

## Email

For non-urgent inquiries or if you don't have a Trackly account yet:

<Card title="Email Support" icon="envelope" href="mailto:support@tracklysms.com">
  [support@tracklysms.com](mailto:support@tracklysms.com)
</Card>

## Support Hours

| Day             | Hours (ET)       |
| --------------- | ---------------- |
| Monday - Friday | 9 AM - 9 PM      |
| Saturday        | 10 AM - 6 PM     |
| Sunday          | Limited coverage |

Urgent issues are monitored 24/7.

## Before Creating a Ticket

### Check the Docs

Many questions are answered in our documentation:

<CardGroup cols={2}>
  <Card title="FAQ" icon="circle-question" href="/resources/faq">
    Common questions
  </Card>

  <Card title="Guides" icon="book" href="/guides/audiences/overview">
    Feature guides
  </Card>
</CardGroup>

### Gather Information

For faster resolution, include in your ticket:

* What you were trying to do
* What happened instead
* Error messages (exact text)
* When the issue started
* Steps to reproduce

## Issue Categories

### Account & Billing

* Login issues
* Team access
* Payment problems
* Invoice questions

### Technical

* API errors
* Integration issues
* Dashboard problems
* Campaign troubleshooting

### Delivery

* Message failures
* High failure rates
* Carrier blocks
* Spam issues

### Feature Requests

We love feedback! Submit feature requests by creating a support ticket with the **General** category.

## Status Page

Check system status:

<Card title="Status Page" icon="signal-bars" href="https://status.tracklysms.com">
  View current system status
</Card>

Subscribe for notifications about outages and maintenance.

## Emergency Contact

For critical production issues outside business hours:

1. Create an **Urgent** priority ticket from the dashboard or Discord
2. This pages our on-call team

Reserve urgent priority for genuine emergencies (service down, critical business impact).

## Sales Inquiries

For pricing, enterprise plans, or volume discounts:

* Email: [sales@tracklysms.com](mailto:sales@tracklysms.com)
* Or ask in Discord for a sales contact

## We're Here to Help

Our goal is to make you successful with SMS marketing. Don't hesitate to reach out — no question is too small.

<CardGroup cols={3}>
  <Card title="Dashboard" icon="ticket" href="https://app.tracklysms.com/support">
    Create a support ticket
  </Card>

  <Card title="Discord" icon="discord" href="https://discord.gg/trackly">
    Community & support
  </Card>

  <Card title="Email" icon="envelope" href="mailto:support@tracklysms.com">
    Traditional contact
  </Card>
</CardGroup>

## Next Steps

<CardGroup cols={2}>
  <Card title="FAQ" icon="circle-question" href="/resources/faq">
    Check common questions first
  </Card>

  <Card title="Send First SMS" icon="paper-plane" href="/quickstarts/send-first-sms">
    Get started with a quickstart
  </Card>
</CardGroup>