This article describes Ringba’s support service, how you can request support, and what information you should provide for common support requests. Ringba chat support is available to admin users. Anyone can contact Ringba support via email at support@ringba.com.
This article contains the following sections:
Ringba Chat Support
Admin users can access Ringba’s chat support by clicking the Support button in the top toolbar. The chat window appears where you can enter your question. Except for holidays, someone usually responds to your message within an hour.
Most support requests fall into a few categories. The following sections explain what information you should have ready for each of these kinds of support requests to streamline the process and get you a solution as quickly as possible.
Common Request Types
This section covers the most common types of support requests Ringba receives. You can speed up your tickets by providing all the necessary information right away. Use the following sections to see a list of what we need for each type of request.
Investigate a Problem with a Call
Users often contact Ringba Support to investigate a call that did not generate revenue or did not generate a payout.
When you send this type of request, make sure you include:
- An explanation of the problem you’re seeing
- The inbound call ID (See How do I find the inbound call ID?)
- The campaign ID
- RTB Bid ID
- Is the problem persistent or did it happen only on specific calls?
Open a Request to Create or Review a Ring Tree
Ringba support can help you set up your ring trees and ring tree targets. The standard turnaround for this task is 3 business days, but may take longer depending on the complexity of your setup.
When you send this type of request, make sure you include:
- Your Ringba Account ID, also called your RA (see How do I find my Ringba account ID?)
- RTT name
- Name of the ring tree that should be added
- time zone, cap, ZIP (see ring tree settings)
- API documentation
Add Numbers
When you send this type of request, make sure you include:
- How many numbers you want
- The prefix
If you are adding a number pool for a country outside of the United States/Canada or adding numbers to a non-U.S./Canada number pool, your account may require additional configuration. Make sure to mention the country in your support request.
Port a Number into Ringba
When you send this type of request, make sure you include:
- The number you want ported in
Checking the Status of Support Tickets
You do not have to contact anyone at Ringba to check the status of your support requests. Ringba Support is a portal you can use to see the status of your in-progress tickets for yourself.
Ringba Support is available from the top toolbar in the Ringba application. To open Ringba Support, click My Tickets or click this direct link.