Open a support ticket
Get private help from the team in our Discord, and choose how urgent it is.
A ticket is a private conversation between you and our team, inside our Discord.
Open one
- Join the Smile Corp Discord and go to #support-tickets.
- Click the button that fits:
- General Support - questions, or help with any of our services.
- Public Relations - partnership requests.
- Reporting System - report someone, or a company pretending to be us.
- You’ll be asked How severe is this? Pick one:
| Choose | When | Who it goes to |
|---|---|---|
| Not severe | A question, or something that can wait | The support team |
| Moderate | Something is broken, or someone needs dealing with | Moderators and admins |
| Severe | Urgent or serious, or it needs the owners | Ownership |
- A private ticket is opened for you, and you’ll get a link to it. Only you and the team can see it.
Please pick the severity honestly - it’s how we make sure the urgent problems get seen first.
In your ticket
Say what’s wrong, in as much detail as you can - see how to write a request we can fix first time. Screenshots and copied error messages help a lot.
A team member will reply in the ticket. Sometimes Xylo, our AI helper, answers first - it hands the ticket to a person as soon as you ask for one, or whenever it can’t help. Replies from our staff website appear as a message from Smile Utilities with the staff member’s name and role at the top.
When it’s done
Either you or the team can close the ticket with the button in it. You can add a reason when you close it. A copy of the conversation is kept, and the ticket is locked so nothing more can be added.
If our team opened the ticket for you, only the team can close it. Let them know in the ticket when you’re done.
UwagaYou can have one open ticket at a time. If you need to add something, add it to the ticket you already have.