Dashboard manual · Account

Support: open a request, follow the reply, rate and reopen

Support is where the account talks to the support team: it opens requests with a subject, category and priority, follows the replies, marks them as resolved, rates the service and reopens if the problem returns.

When it appears: Appears in the menu, in the ACCOUNT group, on accounts with requests enabled. Without it, the item disappears from the menu and the Open request button in Copilot does not appear either.

Who can use it

Role	What you see and do
Owner	Opens requests, replies, marks as resolved, rates and reopens.
Admin	Same access as the Owner.
Agent	Same access: the item appears in the agent's menu and they can open and follow requests.

Screens

"Suporte" (Support)

The Support screen lets you see all of the account's requests to the support team, open a new one and enter each one to talk. Replies arrive there, in the bell and by email.

Address in the dashboard: /app/suporte

How to get there: Through the Support menu item, in the ACCOUNT group. The form also opens already filled in when you answer "Não" (No) to the Copilot question Did it solve it? and click Open request, or through dashboard links that suggest asking for more.

Request list

One clickable card per request. On a resold account, the partner is the one who serves; the screen text gives the team's name.

Buttons and actions

"Abrir chamado" (Open ticket): Opens the new request form (there is also an identical button in the empty state).

Updates live: the list changes on its own when the team replies or changes the status, without reloading.
Fixed notice: do not confuse it with "Tickets", which is the service for your leads.
On each card: Request ‹number›, the category and how long ago it was opened (now, ‹n› min ago, ‹n› h ago or the date); the subject, which opens the request; Handled by ‹team›; and the status in a pill.
Statuses: Open, In progress, Waiting for you, Resolved and Closed. A request the team escalated to the platform appears as Escalated to the platform.

Open request form

Replaces the list on the same screen. States who the request goes to (Goes to ‹team›.).

Fields and filters

"Assunto" (Subject)required: Summary of the problem, with at least 6 letters and at most 160 characters. Below that, Write a subject with at least 6 letters. appears.
"Categoria" (Category): WhatsApp and channels, Billing, AI, Integrations and webhooks, Account and access or Other (the default).
"Prioridade" (Priority): High: service stopped, Medium (the default) or Low.
"Descrição" (Description)required: What happened, up to 10,000 characters. If empty, Tell us what happened. appears.
"Anexar o diagnóstico do Copiloto (só leitura)" (Attach the Copilot diagnostic (read-only)): Box checked by default. When checked, the request carries a summary of the account state (Channels and paused Agents), read-only, shown right below for you to review. Uncheck it to not send it.

Buttons and actions

"Voltar" (Back): Arrow at the top: leaves the form and returns to the list, without sending.
"Cancelar" (Cancel): Same effect: returns to the list without sending.
"Enviar chamado" (Submit ticket): Validates the fields and opens the request. Shows the notice Request ‹number› opened and takes you to the request page. While sending, the button reads Sending….

Fixed notice: do not write names, phone numbers, or customer data in the description (LGPD and GDPR).
On a partner account: a notice that the partner sees only what goes in this request and does not enter your panel.
Diagnostic: while it loads, a gray strip; if it fails, "Não consegui ler o diagnóstico agora. Ele é lido de novo na hora de enviar." (I could not read the diagnostic right now. It is read again when you send.)

Screen states

Loading: Two pulsing gray cards ("Carregando os chamados" (Loading your requests)).
Nothing here yet: "Nenhum chamado" (No requests), with a tip that when the Copilot does not solve it, you open a request and the account diagnostic goes along, if you allow it, and the "Abrir chamado" (Open request) button.
If something goes wrong: "Não consegui abrir os seus chamados." (I could not open your requests.) and the button to try again.
Failure sending the request: Notice "Não consegui abrir o chamado. Tente de novo." (I could not open the request. Try again.) and the form stays filled in.

"Chamado" (Ticket)

The Request screen is for reading the conversation with the support team about a request, replying, marking it as resolved and, afterward, rating the service or reopening it.

Address in the dashboard: /app/suporte/‹…›

How to get there: Click the subject of a request in the "Suporte" (Support) list, or submit a new request (the screen opens by itself).

Header and conversation

The highlighted subject and the thread of messages between you and the team.

Buttons and actions

"Meus chamados" (My tickets): Link back to the Support list.

Top line: "Chamado ‹número›" (Request ‹number›), the category, and the priority; on the right, the status of the request.
The "Mensagens do chamado" (Request messages) thread: each message shows who wrote it (you or the support team) and when. The team's internal notes never appear to you.
No messages: "Nenhuma mensagem ainda." (No messages yet.)

"Responder" (Reply) (open request)

Appears while the request is neither resolved nor closed.

Fields and filters

"Responder" (Reply): Text box for your reply, up to 10,000 characters. Sending it empty does nothing: the cursor returns to the box.

Buttons and actions

"Enviar" (Send): Sends the reply to the thread and clears the box.
"Resolvido, pode fechar" (Resolved, you can close it): Marks the request as resolved, when the problem is over.

Rate and reopen (resolved or closed request)

The reply box is replaced by a rating.

Fields and filters

"Como foi o atendimento?" (How was the service?): Scores from 1 to 5; the chosen one is highlighted. You can change the score later. After rating, "Obrigado pela avaliação" (Thank you for your rating) appears.
"O que voltou a acontecer?" (What happened again?): Reason for reopening, required in order to reopen. It only exists after clicking "Reabrir" (Reopen).

Buttons and actions

"Reabrir" (Reopen): Only on a "Resolvido" (Resolved) request (not on a "Encerrado" (Closed) one). The first click opens the reason box; the second, inside the box, reopens the request and shows "Chamado reaberto" (Request reopened).
"Cancelar" (Cancel): Closes the reason box without reopening.

Screen states

Loading: A pulsing gray block, with the "Meus chamados" (My requests) link at the top ("Carregando o chamado" (Loading the request)).
If something goes wrong: "Não consegui abrir este chamado." (I could not open this request.) and the button to try again, with the "Meus chamados" (My requests) link.
Reply, resolution, rating, or reopening failed: Notice "Não deu certo. Tente de novo." (It did not work. Try again.) and nothing changes in the request.
The team replies while the page is open: The reply appears in the thread by itself, without reloading.

Step by step

How to open a request to the support team

Open "Suporte" (Support) in the menu, under ACCOUNT, and click "Abrir chamado" (Open request).
Fill in the "Assunto" (Subject) (at least 6 letters), choose the "Categoria" (Category) and the "Prioridade" (Priority), and describe the problem in the "Descrição" (Description).
Leave "Anexar o diagnóstico do Copiloto (só leitura)" (Attach the Copilot diagnostic (read-only)) checked so the team can see the state of the account, or uncheck it.
Click "Enviar chamado" (Send request). The reply arrives on the request page itself, in the bell, and by email.

How to open a request from the Copilot

Ask the Copilot what you need. At the "Resolveu?" (Did it solve it?) question on the answer, click "Não" (No): the "Abrir chamado" (Open request) button appears.
The "Suporte" (Support) form opens with your last question already in the "Assunto" (Subject) (up to 160 characters).
Review the text, write the "Descrição" (Description), and click "Enviar chamado" (Send request).

How to follow and reply to a request

In "Suporte" (Support), click the subject of the request.
Read the thread of messages. If the status is "Aguardando você" (Waiting for you), the team is waiting for your reply.
Write in "Responder" (Reply) and click "Enviar" (Send).

How to close a resolved request and rate the service

Open the request and click "Resolvido, pode fechar" (Resolved, you can close it).
Under "Como foi o atendimento?" (How was the service?), choose a score from 1 to 5.

How to reopen a request whose problem came back

Open the "Resolvido" (Resolved) request in the "Suporte" (Support) list.
Click "Reabrir" (Reopen).
Explain in "O que voltou a acontecer?" (What started happening again?) and click "Reabrir" (Reopen) again.

Frequently asked questions

What is the difference between Support and Tickets?

"Suporte" (Support) is your account's requests to the support team, about using the panel. Tickets is the history of human service for your leads. They are different things.

How do I know the team replied?

The reply appears in the request thread, the Support list updates by itself, and you get a notice in the bell and by email. The status becomes "Aguardando você" (Waiting for you) when the team is waiting for a reply from you.

What happens if I leave the diagnostic checked?

The request carries a summary of the account state (for example, Channels and Agents paused), read-only, which helps the team understand the problem faster. It is shown in the form before sending; uncheck it to not send it.

Can I reopen a "Encerrado" (Closed) request?

"Não" (No). The "Reabrir" (Reopen) button exists only for "Resolvido" (Resolved) requests. If the request was "Encerrado" (Closed), open a new request and mention the previous one in the description.

Can I put customer data in the description?

"Não" (No). The form warns: do not write names, phone numbers, or customer data in the description (LGPD and GDPR). Describe the problem and state the screen where it happens.

Who handles the request if my account was contracted through a partner?

The team shown in "Vai para a ‹equipe›" (Goes to ‹team›) and "Atendido por ‹equipe›" (Handled by ‹team›). On a partner account, the form warns that the partner sees only what goes in the request and does not enter your panel.