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Support is the built-in ticket system for contacting the AI Textura team. Here you can ask a question, report a problem, request help with configuration — and receive a response directly inside the platform, without switching to email or messengers. The section is located in the left menu — the Support item.

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How to Create a New Ticket

1

Open the Support section

Click Support in the left menu of the platform.
2

Click '+ New Ticket'

The button is located at the top of the page.
3

Enter a title

Briefly describe the essence of your question or problem.
4

Write the first message

Explain in detail what happened or what you need. Specify which employee or feature it concerns, what you were doing, and what went wrong.
5

Submit the ticket

After creation, the ticket will appear in the list with the On Customer status.
The more precisely you describe the problem in your first message, the faster you will receive a response.

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Communication Within a Ticket

After creating a ticket, communication takes place in a chat format — directly in the right panel of the Support section. Your messages appear on the right, team responses on the left. To send a message:
  1. Open the desired ticket by clicking on it in the list.
  2. Enter text in the input field at the bottom.
  3. Send the message.
When the team replies, a red indicator with the number of unread messages will appear next to the ticket in the list.
If you want to add information to your request, simply write a new message in the same ticket. There is no need to create a separate one.

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Ticket Statuses

Each ticket has one of two statuses:
StatusWhat it meansWhat to do
On CustomerAwaiting your response or just createdCheck if the team asked a question — reply to it
DoneRequest closed, issue resolvedNothing — the ticket is archived
The status updates automatically: when the team responds and awaits your reaction, the ticket moves to On Customer. When the issue is resolved, the team sets the ticket to Done.
A closed ticket cannot be reopened. If the problem recurs or a new question arises, create a separate ticket. You can reference the previous request in the message text.

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Search and Filtering

If you have many tickets, two tools will help you quickly find the right one:
ToolPurpose
SearchText search by ticket titles
Status filterShow all, only On Customer, or only Done

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Response Times

The AI Textura team strives to respond to requests as quickly as possible. Estimated timeframes:
Type of requestEstimated response time
Critical issue (platform down, unexpected charges)Within a few hours
Configuration or feature questionWithin one business day
Feature request or suggestionWithin 1–2 business days
If your issue is urgent, indicate this in the ticket title. For example: “URGENT: agent stopped responding in Telegram.” This helps the team prioritize your request.

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Tips for Effective Tickets

  • One question per ticket. This makes it easier for the team to track and resolve each issue.
  • Include details: which employee or feature it concerns, what you were doing, and what went wrong.
  • Attach screenshots and files — you can add images directly to ticket messages.
  • Reply to the team’s questions — this speeds up resolution.
For the fastest response to your request, include the following:
  1. Error screenshot — attach an image directly to the message so the team can immediately see what’s happening.
  2. Link to the conversation — open the Chats section, find the relevant conversation, and copy the URL from your browser’s address bar. This way support can see the dialogue and understand the situation.
  3. Steps to reproduce (for complex errors) — describe step by step what needs to be done to reproduce the error. This allows the team to repeat the scenario and see in the conversation how it works.
Example of a good request:
Title: “Booking link not working” Message: “The ‘Concierge’ employee in Telegram sends clients a booking link, but clicking it opens a blank page. Link: [URL]. The problem started yesterday. Chat link: https://app.aitextura.com/chats/… To reproduce: write to the bot ‘book a room for March 20’ — the response will contain a broken link.”

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FAQ

Yes! You can attach images and files directly to ticket messages. We recommend always including an error screenshot — it significantly speeds up resolution.
A red indicator with the number of unread messages will appear next to the ticket in the list.
No. If the issue returns, create a new ticket. You can reference the previous request in the message text.
There is no limit. Create as many requests as you need.
The AI Textura support team — real people who know the platform inside and out. It is not a bot.
The team operates during business hours (Moscow time), but critical requests may be handled outside of the standard schedule.