# Getting help

> You can get help inside the console from the Support Assistant, by raising a support ticket, from your account manager, or by email and phone.

Source: https://business.mysmartassistant.ai/docs/getting-help

## Ask the Support Assistant

The fastest answer is usually in the console itself.

1. Look at the bottom of the left menu, under **Support**.
2. Click **Help**.
3. The **Support Assistant** opens in the bottom-right corner, over the page you are on.
4. Type your question in plain words, for example "how do I add a test number".

_The Support Assistant_

**On this screen:** the **Support Assistant** opens with suggested questions — connecting Shopify, creating a calling campaign, sending a test call, recharging the wallet and more. Tap one, or type your own in **Ask how to…**. At the bottom, **Create a support ticket** is always one tap away.

_An answer from the Support Assistant_

**On this screen:** the assistant answers in numbered steps, from MySA's own help content, and ends with a button that opens the right page — here **Open Send a test call**.

Because the assistant opens over your current page, you can ask about the screen in front of you without leaving it. Its answers often include a link straight to the right page.

> **Tip:** On the login page there is no menu, so a round help button sits in the bottom-right corner instead. It helps with sign-in questions only, such as a forgotten password or a code that has not arrived.

## Raise a support ticket

If the assistant cannot solve your problem, raise a ticket from the same window.

1. Open **Help** under **Support**.
2. Click **Create a support ticket** at the bottom of the chat.
3. Enter a **Subject**, a brief summary of the issue.
4. Under **Describe the issue**, say what happened and what you expected.
5. Optionally click **Attach a screenshot (optional)**.
6. Click **Submit ticket**.

_Create a support ticket_

**On this screen:** **Subject** and **Describe the issue**, an optional screenshot, and **Submit ticket**. Below, **Your tickets** lists every ticket you have raised with its reference (TKT-…) and whether it is **Open** or **Closed**.

You get a ticket reference. Your tickets are listed under **Your tickets** in the same window, where you can track the status and reply. The team typically responds within about 24 hours.

> **Tip:** A good ticket names the page, the campaign or call involved, the time it happened, and what you expected to see. A screenshot saves a round of questions.

## Contact your account manager

If an account manager has been assigned to your workspace, **Account Manager** appears under **Support** in the left menu. It shows their name, phone and email, so you can contact them directly. You do not need to raise a ticket first.

_Support → Account Manager with your manager's name, phone and email_

If you do not see **Account Manager** in the menu, nobody has been assigned to your workspace yet. Use a ticket or email instead.

## Email and phone

| Channel | Details |
|---|---|
| Email | support@mysmartassistant.ai |
| Phone | +91 80715 80455 |

The phone line is answered by MySA's own AI assistant, so you can hear the product at work while you get help.

> **Note:** If support resets your password, the password they give you is temporary and only takes you to the **Choose a new password** screen. If you see that screen without expecting it, email support@mysmartassistant.ai before entering anything.

## Your profile, settings and notifications

The avatar at the top right opens your menu: **Take the tour** replays the product walkthrough, **Profile** is where you change your name, photo, password and two-factor sign-in, and **Settings** holds your account, billing details and workspace options.

_The profile menu at the top right_

**Settings → Account** also shows your **Organization ID** and **Owner user ID** — share these when you contact support or call the API.

_Settings → Account with the workspace identifiers_

The bell next to it holds product notifications that still need your attention; **See all** opens the full list under **Resources → Notifications**.

_The notifications panel_

## Before you contact us

Many questions are answered in these pages:

- Calls not going out: check that the campaign is published and approved, that your wallet has balance, and your [Do Not Disturb](https://business.mysmartassistant.ai/docs/dnd) hours.
- Test calls not ringing: the number must be on your Test Numbers list. See [Test calls](https://business.mysmartassistant.ai/docs/test-calls).
- A feature missing from the menu: some features are switched on per workspace, and some appear only in Live or only for the Owner. See [Team & roles](https://business.mysmartassistant.ai/docs/team-roles).
- Billing and invoices: see [Wallet & pricing](https://business.mysmartassistant.ai/docs/wallet-pricing) and [Invoices & GST](https://business.mysmartassistant.ai/docs/invoices-gst).
- Common questions: see the [FAQ](https://business.mysmartassistant.ai/docs/faq).