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How to Submit a Support Ticket

Objective

This article explains how to submit a support ticket to get help with your Twilio product or service issue. By following these steps, you’ll ensure your ticket contains all the details needed for a fast and effective resolution. Keywords: support ticket, Twilio, submit ticket, troubleshooting, error message, product issue.

 

Environment

legacy Twilio Console

 

User Account Permission/Role(s) Required 

Access to the Twilio Console or relevant support portal. No special permissions required to submit a ticket, but you may need account credentials.

 

Procedure 

  1. Use a Clear Subject Line: Write a short summary of your issue (e.g., “I can’t log in to my account”).
  2. Explain the Issue:
    • Describe what happened and what you expected to happen.
    • List the steps you took before the problem appeared.
    • Add any error messages or screenshots (if you have them).
  3. Share Details About Your Setup:
    • Make sure to mention the product, version, browser, or device you’re using.
    • Include the date and time when the issue happened.
    • Share any account or user IDs if possible.
  4. Attach Helpful Files: Add any screenshots, logs, or links that show the issue.
  5. Say How Important the Issue Is:
    • Explain how the problem is affecting your work or business.
    • Let support know if it’s urgent or blocking you.
  6. List What You’ve Tried: Tell support what you already did to try to fix it (e.g., restarted, checked help docs).
  7. One Problem Per Ticket: Be sure to open a separate ticket for each issue. This way nothing will get missed.
  8. Be Polite and Brief: Use clear and friendly language to help our support team help you faster.

SAMPLE TICKET:

Subject: [Short summary]
Product/Setup: [Product, version, browser/device]
When: [Date/time in UTC]
Steps to reproduce: [List steps]
What happened: [Describe the problem, error text, screenshot]
What you expected: [What you wanted to happen]
What you tried: [Troubleshooting steps]
Attachments: [Screenshots, logs, links]
Priority: [Low/Medium/High/Critical + why]

 

Additional Information 

  • Check the help center or status page first, your issue might already be known and you can follow along for any updates.
  • Be sure to reply in the same ticket thread to keep things clear.
  • If the issue is urgent, explain why so support can help quickly.

Following these steps will help support solve your issue faster and with less back-and-forth.

 

 

 

 

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