| Field | Value |
|---|---|
| Audience | Hotel Admin (active account holder) |
| Objective | Create and manage support tickets inside ChatBook |
| Version | 1.0 — 2026-06-23 |
Support Center: Creating and Managing Your Tickets
Everything you need to know to report a problem, track your case in real time, and rate the service once it's resolved — without leaving ChatBook.
What Is the Support Center?
The Support Center is the official channel to communicate with the ChatBook team when you have a technical issue, a billing question, or need help with an integration. It works entirely inside the platform — no external email or extra tabs needed.
Every case you open becomes a ticket that our team handles in priority order. You can see your ticket status in real time, read the agent's comments, and rate the service once it's resolved.
:::info One channel, not a mailbox All tickets go directly to the support team and are assigned automatically. Do not send emails to external accounts to report incidents — only tickets created in ChatBook are covered by the committed SLA. :::
Creating a Support Ticket
Follow these steps to report an issue or ask the ChatBook team a question:
- Open the Support Center. Click the help icon
?or the Support option in the left sidebar. - Click "Contact Support". The ticket creation form will open.
- Fill in the form fields (see details below).
- Attach screenshots if they help illustrate the problem (optional, max. 3 images).
- Click "Submit". You'll receive a confirmation email with your ticket ID and the response time committed for your plan.
Form Fields
| Field | Description | Notes |
|---|---|---|
| Hotel | The hotel the issue relates to | Auto-selected if you have one; dropdown selector if you have multiple |
| Subject | A short, descriptive title for the problem | Max. 255 characters |
| Category | Type of request | See the categories table below |
| Message | Detailed description: what happened, when, what you were doing | The more detail you provide, the faster we can help |
| Attachments | Optional screenshots | Max. 3 images · JPEG, PNG or WEBP · 5 MB per image |
Available Categories
| Category | When to use it |
|---|---|
| Billing | Incorrect charges, plan changes, invoices, payment methods |
| Technical | Bot not responding, platform errors, performance issues |
| General | Questions about features, how to use a section, general inquiries |
| Integration | Issues with WhatsApp, payment gateways, PMS connections, or other services |
Attaching Screenshots
Screenshots are the fastest way to show exactly what went wrong:
- Click the "Attach image" button inside the form.
- Select the file from your device (JPEG, PNG or WEBP, max. 5 MB).
- Repeat to add up to 3 images in total.
:::tip What to capture Include the exact error message, the screen where the issue occurs, and — if relevant — the configuration you were using. Avoid capturing credit card numbers or other sensitive data. :::
Guaranteed Response Time (SLA)
Your response time depends on your hotel's active plan at the time the ticket is created. This indicator also appears as a badge inside the form.
| Plan | Priority | Response Time |
|---|---|---|
| Pro | Highest | 12 hours |
| Matrix | High | 24 hours |
| Freemium | Medium | 48 hours |
:::warning The SLA applies to the agent's first response The committed time refers to the first reply from our team. Final resolution may take longer depending on the complexity of the case. :::
Tracking in "My Tickets"
Once the ticket is created, go to the My Tickets section to see the status of all your cases in real time. Tickets sync automatically — you don't need to reload the page to see updates.
Active Tickets and History
The section is divided into two groups:
- Active: tickets with status Open, In Progress, or Waiting for Your Response.
- History: tickets that are already Resolved or Closed.
You can filter by status, category, and hotel, and search across your tickets directly from the search bar.
Ticket Statuses
| Status | What it means for you |
|---|---|
| ⬜ Open | Your ticket was received and is in the triage queue. The team will review it shortly. |
| 🟡 In Progress | An agent is actively working on your case. |
| 🔴 Waiting for Your Response | The agent needs additional information from you. Check the ticket comments and reply as soon as possible to avoid affecting the SLA. |
| 🟢 Resolved | The team has delivered a solution. You can read the closing comment and rate the service. |
| ⚫ Closed | Case finalized. Stays in your history for future reference. |
Reading Agent Comments
Click on any ticket in the list to open its detail view. There you'll find:
- Your original message.
- Attached images (click to expand).
- The agent's comment history, in chronological order.
- An informational panel that changes based on the ticket's current status.
:::info Comments come from our internal system The agent manages your case in our internal tools, and their notes appear automatically in your ticket detail. You don't need to do anything to receive them. :::
When the Status Is "Waiting for Your Response"
If the agent needs additional data to resolve your case, the ticket will change to Waiting for Your Response 🔴. You'll receive a notification email, and the ticket will appear highlighted in your active list.
To respond:
- Open the ticket from My Tickets.
- Read the agent's comment to understand what information they need.
- Reply by opening a new ticket referencing the original ticket ID, or contact the team via the channel indicated in the comment.
:::warning Reply within your plan's SLA window If we don't hear back from you within your plan's SLA window, the agent may close the ticket administratively. You will always receive an email notice before that happens. :::
Rating the Service (CSAT)
Once your ticket is in Resolved or Closed status, you can rate the support you received. Your feedback helps us improve the service for all hotels.
How to Rate
- Go to My Tickets > History.
- Click the "Rate" button next to the resolved ticket.
- Choose your score using the interactive stars (scale of 0.5 to 5.0 in 0.5 increments).
- Write an optional comment (max. 1,000 characters) and click "Submit rating".
:::tip It can also appear automatically If more than 48 hours have passed since you created the ticket and it has already been resolved, the rating form may appear automatically the next time you log in. :::
Automatic Emails
ChatBook sends you emails at two key moments in your ticket's lifecycle:
| Moment | Email Content |
|---|---|
| When the ticket is created | Confirmation receipt with the ticket ID, subject, category, and the SLA response time committed for your plan. |
| When resolved or closed | Closing notification with the personalized message the agent wrote for you (if any). |
Emails are sent in the language configured in your account (English, Spanish, or French).
Frequently Asked Questions
Can I create a ticket if I manage multiple hotels? Yes. When you open the form, you'll see a hotel selector. Choose the hotel the issue relates to. If you only have one, it's filled in automatically.
What if I don't receive the confirmation email?
Check your spam or junk folder. The sender is support@unozero.ai. If the email hasn't arrived within 10 minutes, verify that the ticket appears in My Tickets — that confirms the submission was successful.
Can I edit or cancel a ticket after submitting it? No. Submitted tickets cannot be edited. If you made a mistake, create a new ticket referencing the original ticket ID, and our team will close the duplicate.
How long can I see my past tickets? Your full history is available in My Tickets > History. Closed tickets are stored for 45 days; after that they are automatically purged from the system.
My ticket has exceeded the promised SLA — what should I do? First check if the ticket is in Waiting for Your Response status — in that case the clock may have been paused pending your information. If the status is Open or In Progress and the SLA has already expired, the system automatically sent an alert to our team 1 hour before the deadline.
Can I rate a ticket more than once? No. Once a rating is submitted, the "Rate" button is disabled for that ticket. If you made an error in your score, contact the team and we'll adjust it manually.
Why doesn't the SLA pause when the ticket is in "Waiting for Your Response"? For now the timer runs continuously from ticket creation. The agent leaves an internal note with the exact time they paused for your reply. We are working on automatically pausing the SLA in a future release.