Contact support
Sinch Engage offers multiple support options including 24/7 chat with under 1-minute response, ticket submission via webform with email follow-up, and support access through the Sinch Engage platform. Support features vary by plan tier, with higher tiers offering callbacks and phone support. Users can manage and view tickets by verifying their email and logging into the support site.
24/7 Chat support direct from the support site
Chat support is available 24/7 365 days a year, with response times typically under 1 minute!
You can easily access chat support from any page on the support site by clicking the speech bubble icon at the bottom left of your screen.
Support via a webform ticket
Got a more detailed request or a request that isn't urgent - raise a support ticket, this allows you to add more details upfront, and all communication is done via email after the ticket is created. Typical first response time for emails is within 30 minutes.
Customers on a standard support plan can submit a ticket using the webform on this support site. Only customers on a Silver, Gold or Platinum support plan have access to an email address to initiate requests by sending inbound emails directly to our support teams.
Support via the web platform help menu
You can also access support from within the Sinch Engage platform. The support channels available to you depend on which tier of our support plans you have. To view your current available support channels click on the Help Menu icon in the top right corner:
From the help menu you can perform the following actions (depending on your support plan tier):
All customers:
Change support plan - Request to change your support plan tier via the support plan change
Help Center - Open new window to this support website
Service status - Open new window to the service availability status page
Chat with agent - Open a new chat with our support team
Report an issue - New window directly to create a ticket in the support website
Give feedback - Provide feedback about any area of the product on-demand
Silver plan:
Request callback - Submits a request for an agent to call you back
Email support - Send an email to our support team
Gold + Platinum plans:
- Call Support Specialist - Provides the phone number to contact support via phone
Accessing your support tickets
Whenever you raise a ticket, you will be asked to supply an email address. If you have never logged into our support site before, an email will be sent to that address, asking you to verify your email & setup a password. Once done, you will be able to login and see all tickets associated with your account by clicking Requests from the dropdown in the top right corner of the help site.
Depending on your access level you may also be able to view all tickets for your organization - to request this access you will need to be an account admin.