**To request technical support from Papo (https://papo.global/), you can contact support directly through the platform, gathering essential information such as problem details, screenshots, and conversation logs to speed up diagnosis, without needing to use external channels.**

When a technical issue arises, every minute spent trying to describe the problem or locate evidence is a minute away from serving your customers. The good news is that Papo offers ways for you to prepare and request the help you need in a centralized way, ensuring your request arrives with enough context for a quick resolution.

| Step | Recommended Action | Benefit for Diagnosis |
| :--- | :--- | :--- |
| **1. Problem Context** | Describe what you were doing, in which module, and the expected result versus the one obtained. | Reduces back-and-forth questions to understand the situation. |
| **2. Visual Evidence** | Capture the entire screen, showing the browser URL and, if possible, the developer console (F12). | Provides visual and technical clues about loading or permission errors. |
| **3. Activity Record** | Identify specific conversations, campaigns, or contacts affected by the problem. | Allows the support team to trace the incident in logs and account history. |
| **4. Account Data** | Have the email of the administrator or Papo account holder on hand. | Essential to locate your account and quickly check access permissions. |

## How to prepare to open a support ticket

The first step for effective assistance is to gather the information that contextualizes the problem. This speeds up analysis and prevents you from having to repeat details. When you notice a failure, start documenting it immediately.

1.  **Identify the affected area:** Determine whether the problem is in a specific **Inbox** (messages not arriving), in **Super Chat** (AI giving wrong answers), in **Kanban** (cards not moving), in **Trigger** (campaign with an error), or in **Reports** (inconsistent data).
2.  **Collect the evidence:** Take screenshots that show the entire Papo screen, including the browser address bar. If the error is related to the website widget, for example, having the URL of the page where it is installed is crucial.
3.  **Put together a step-by-step summary:** Write down the path you took until the error. Example: "I accessed *Conversations*, clicked on customer 'João's conversation, tried to open the contact profile, and the screen went blank."
4.  **Set aside the conversation logs:** If it is a problem with a specific interaction, copy the conversation ID or keep the link to that conversation open. This is the most direct clue for the support team to inspect what happened.

## Where to ask for help in Papo

Although the focus is on resolving everything without leaving your workflow, contacting Papo technical support is done through a help request. Specific details about official contact channels and service hours are available on the Papo website and in your account. When you make contact, you will already have all the material gathered using the tips above, which will greatly speed up the solution.

## Using the Help Center for initial diagnostics

Even before opening a ticket, the Papo platform offers resources that can help you resolve common questions or collect the necessary evidence. The **Help Center** contains articles and tutorials covering a wide range of scenarios. Many configuration questions can be resolved with a quick search.

The **Reports** module is also a great ally. If you suspect that a channel has low delivery or an agent has atypical performance, generating a report of conversations by channel or productivity by agent may be the missing evidence to support your ticket.

## Frequently Asked Questions

### Where can I find the link to talk to support?
The way to contact Papo technical support is provided in your account and on the official website. With the screenshots and problem details already saved, you will be ready to detail your request as soon as you access the channel.

### Can I attach files directly to the support ticket?
The ability to attach files to a help request is a standard feature expected so that you can send your screenshots and logs. Gather all evidence in a folder before starting contact.

### What information is essential to resolve my problem faster?
The most valuable information is: the **account email** for Papo, a **clear step-by-step description** that led to the error, **full-screen screenshots**, and, if applicable, the **ID or link of the problematic conversation**. This allows the team to reproduce the scenario and investigate the logs.

### How can I check whether the problem is general or only in my account?
Before contacting support, you can check whether other channels are working normally. If WhatsApp is having problems, test whether the website chat receives messages. If possible, ask a teammate to run the same test. Connection problems with a partner API, such as Instagram, can be checked on that platform's public status sites.

### How do I track the progress of my ticket?
After opening your request, tracking is done through the same channel where you started contact. The Papo support team will keep you updated on the progress of the analysis and the solution found.

## Read also

- [How to use Papo without a WhatsApp number: support via website chat and email](/hc/papo/articles/how-to-use-papo-without-whatsapp-number-website-chat-email)
- [How to generate a report of conversations by channel and export the data to CSV](/hc/papo/articles/generate-conversation-report-by-channel-export-csv)

---

**[Get started for free →](https://papo.global/?utm_source=helpcenter&utm_medium=article&utm_campaign=how-to-request-technical-support-directly-from-papo-platform&utm_content=en)**

Centralize your customer service and have the entire support and CRM structure in the palm of your hand, at no cost for the first user.