Support & Bug Bounty
Everything to do with getting help lives on one page. Open Support from the Teloring sidebar and you get four choices:
| Card | What it does |
|---|---|
| Teloring user guide | Opens this documentation site in a new tab, in your interface language. |
| Teloring API guide | Opens the developer reference for the public REST API in a new tab. Written in English. |
| Need help? Open a ticket to our support or sales team | Your ticket list, and the form to raise a new one. |
| Bug bounty! | Your bug reports, and the form to report a new one — with free credits for confirmed bugs. |
Support is available to every one of the five default roles — Owner, Team Leader, Marketing, Agent and Viewer. Being able to reach us is not an administrative privilege. If your account uses custom roles, an administrator can switch the Support & bug bounty permission on for them under Admin → Roles & Permissions.
The two guides
The user guide is this site. It follows your interface language: an agent working in Hebrew opens the Hebrew tree, an agent working in English opens the English one. Switch your own language in the top bar and the card follows you.
The API guide is the reference for api.teloring.com/v1 — authentication, endpoints, webhooks, and the downloadable Postman collection. It is published in English only, whichever language your console is set to.
Both cards open in a new tab, so you never lose the page you were working on.
Support & sales tickets
What a ticket is
A ticket is a written conversation between your team and ours about one subject. You open it, we answer it, you answer back, and it stays on your list with the whole thread on it — so anyone on your account with Support access can read what was asked and what we said.
Tickets are not the same thing as your own customer conversations. Nothing you write in a ticket reaches your customers; it reaches the Teloring team.
Opening a ticket
From Support → Need help?, click Open a new ticket and fill in:
| Field | Required | Notes |
|---|---|---|
| Ticket type | Yes | Support for a problem or a question about how something works. Sales for pricing, plans, seats and features you would like to buy. |
| Severity | Support only | How badly this is affecting your work right now: Low, Normal, High or Critical. A sales enquiry has no severity. |
| Subject | Yes | One line that says what this is about. Up to 160 characters. |
| Details | Yes | Everything we need in order to help. Up to 8,000 characters. |
| Contact email | No | Only if you want our answer notification sent somewhere other than your agent email. |
| Contact phone | No | Only if different from the phone on your agent profile. Useful when something is urgent. |
| Attachments | No | Up to 2 files, 5 MB in total. |
Leave the two contact fields empty and we use the email and phone already on your agent profile.
What happens next
- The ticket appears at the top of your list with the status Open and a reference such as
TS-1042. Quote that reference if you ever need to point at it. - Our team picks it up. When we answer, you get an email from do-not-reply@teloring.com telling you a new message is waiting.
- The email never contains the answer itself — it carries the reference, the subject and a link. Open the ticket in Teloring to read the reply.
- A ticket with an answer you have not opened yet is marked in your list, and the Support card shows a small counter.
- Answer back in the ticket and we continue from there.
Statuses
| Status | Meaning |
|---|---|
| Open | Waiting for our team, or waiting for your answer. |
| In work | We have picked it up and are working on it. |
| Closed | Finished. |
Closing a ticket
Either side can close a ticket — you, from Close this ticket inside the thread, or our team when the matter is settled.
A closed ticket cannot be reopened, and neither side can add another message to it. It stays on your list for ever so you can read the history. If the same problem comes back, open a new ticket and mention the old reference.
Bug bounty
What we offer
We give credits to anyone who finds a bug in our system. From 50 credits for something small up to 2,000 credits for something big — free, once we can confirm the bug you found.
The credits are granted as top-up credits, the same kind you can buy on Billing → Recharge (see Credits & Recharge). Our team adds them to your balance by hand after verifying the report, which is why a reward can arrive a little after the ticket is answered.
Reporting a bug
From Support → Bug bounty, click Report a bug and fill in:
| Field | Required | Notes |
|---|---|---|
| Title | Yes | A short name for the bug. |
| Details | Yes | What goes wrong, and what you expected to happen instead. |
| How to reproduce it | Yes | Numbered steps we can follow. This is the field that decides whether we can confirm the bug. |
| Part of the system | Yes | Where in Teloring it happens — free text, for example "WhatsApp inbox" or "Studio flow editor". |
| Contact email / phone | No | Same as a support ticket. |
| Attachments | No | Up to 5 files, 10 MB in total — screenshots, a screen recording, or a PDF. |
Bug reports live on their own list, separate from support and sales tickets, and get their own reference prefix (BB-1043). Everything else — the thread, the email notification, the statuses, the fact that closing is final — works exactly as it does for a support ticket.
What makes a report we can pay for
- Reproducible. Steps we can follow on our own account.
- Specific. One bug per report, with the page or feature named.
- Evidenced. A screenshot or a short recording of the thing going wrong.
- New. A bug we already know about cannot be paid twice; we will tell you in the ticket if that is the case.
Attachments
The same rules apply everywhere on this page, on both sides of the conversation:
| Rule | Value |
|---|---|
| Allowed file types | PNG, JPG/JPEG, PDF, MP4 — nothing else |
| New support ticket | Up to 2 files, 5 MB in total |
| New bug report | Up to 5 files, 10 MB in total |
| Any follow-up message | Up to 3 files, 10 MB in total |
Files are checked by their real content, not by their name, so renaming a file to .png will not get it through.
Ticket attachments are held privately and are not added to your Files Warehouse, and they do not count against your plan's storage quota — a full plan must never be the reason you cannot reach us. Every attachment, from either side, is downloaded from inside the ticket through a link that expires after a few minutes.
Frequently asked
Can I open a ticket through the API?
No. Tickets are deliberately console-only — opening one is a human action, and there is no version of it in api.teloring.com/v1.
Who on my account can see my tickets? Every agent whose role has the Support permission sees every ticket the account has opened, whoever opened it. A ticket belongs to the business, not to one agent — so a colleague can pick up an answer while you are away.
Can another business see my tickets? Never. A ticket is bound to the account that opened it, and a ticket id from another account reads as "not found".
Which language will our answer be in? The notification email is written in the interface language of the agent who opened the ticket, whatever language our team is working in.
I closed a ticket by mistake. Can you reopen it? No — closing is final on both sides. Open a new ticket, quote the old reference, and we will pick the thread up from there.