It's easy to manage your Twilio support tickets from our Help Center site. You can get help, submit new requests, respond to our support team, and more - all from help.twilio.com. This article explains everything you need to know about working with your Twilio ticket history.
Check the status and respond to existing Support Tickets
- Visit help.twilio.com, and then login to your Twilio account.
- Verify you have selected the account that originally submitted the ticket in the Account Switcher.
- Click Ticket history.
- Your ticket history will be displayed in a table, sorted by most recent submission date.
- Set the drop-down menus across the top and then click Apply to filter tickets by the current status, impact, or submission date.
- Click Clear all to remove all filters.
- Click a ticket ID to view responses from our Support team, add your own replies, or mark a ticket as Resolved.
- Set the drop-down menus across the top and then click Apply to filter tickets by the current status, impact, or submission date.
Twilio Support Ticket Statuses
| New | Ticket received, but not yet assigned for work. |
| Open | Ticket assigned, and ready for work. |
| Pending | Ticket updated, and awaiting your response. |
| Hold | Ticket waiting on resolution from outside of Support (Carrier, Product, etc.) |
| Solved | Ticket marked solved by Support, but can be reopened for 14 days. |
| Closed | Ticket solved for 14 or more days, and can't be reopened. |
Frequently asked questions
- Q: How can I ensure I can view my ticket history in Console?
- Q: Can I see all the support tickets created by other users within my account?
- Q: Can I see all the support tickets across multiple accounts at the same time?
- Q: Can I see all ticket types in my ticket history?
- Q: How do I submit a ticket or contact Support?
Q: How can I ensure I can view my ticket history in Console?
A: When submitting a support ticket, please confirm that you are logged into the correct Twilio account SID. This will auto link the ticket to your Twilio account SID when submitting the ticket. Also, ensure anyone who submits a support ticket is also a user on the Twilio account. See Add, Remove, or Modify Users with Your Twilio Account.
Q: Can I see all the support tickets created by other users within my account?
A: At this time, you can only see support tickets that you submitted under your account. You will not see support tickets that other users created.
Q: Can I see all the support tickets across multiple accounts at the same time?
A: Our Ticket History page only shows support tickets for the account selected in the Account Switcher. If you have access to multiple accounts, you will need to navigate to them via the Account Switcher to view and manage support tickets for those account.
Q: Can I see all ticket types in my ticket history?
A: At this time, some tickets may not be visible within the ticket history in Console. Issues pertaining to carrier engagements or channel services may not be visible by default in the ticket history.
Q: How do I submit a ticket or contact support?
A: For instructions on submitting a ticket, see Contacting Twilio Support.