Contact Support
The Contact Support page is your one-stop place to reach the DocLock support team. From here you can pick a support channel, submit a new support ticket, and keep an eye on the tickets you've already raised.
How to open this page
From the left navigation menu, open Help & Support → Contact Support.
- Address:
/help/contact-support - Access required: Any signed-in user. No special permission is needed.
A note under the page title shows the team's average response time (around 2 hours).
What you see on this page
The page is laid out in three areas:
- Support channels — four cards across the top for different ways to get help.
- Submit a New Ticket — a form on the left for logging a new request.
- My Recent Tickets — a list on the right of your latest support tickets.
Choosing a support channel
At the top you'll find four channel cards. Each has an icon, a short description, and an action button:
| Channel | What it's for | Notes |
|---|---|---|
| Live Chat | Chat with an agent in real time. | Shows an Online badge when agents are available. Button: Start Chat. |
| Email Support | Send an email and get a reply (within ~4 hours). | Button: Send Email. |
| Phone Support | Call the team, Mon–Fri 9am–6pm GST. | Enterprise only — button: View Numbers. |
| Remote Session | Let the team connect to your screen. | Enterprise only — button: Schedule Session. |
Note: Channels marked Enterprise only are part of an enterprise support plan. If your organization isn't on that plan, use Live Chat or Email Support instead.
Submitting a new ticket
Use the Submit a New Ticket form on the left to log a request:
- Subject — type a short summary of your issue (for example, PDF preview won't load).
- Category — pick the area your issue relates to. The choices are: Account & Access, Document Management, Workflows & Approvals, Integrations, Performance / Bug, Billing & License, and Other.
- Priority — choose Low, Medium, High, or Critical. It starts at Medium.
- Description — explain the issue in detail, including the steps to reproduce it if you can.
- Attachments (optional) — drop files into the attachment box, or click it to choose files.
- Click Submit Ticket.
Good to know: This support form is a demonstration interface. Filling it in shows how a ticket is logged, but it does not yet send the ticket to a live help desk. To get a real response, use the Email Support or Live Chat channels above.
Tracking your recent tickets
The My Recent Tickets panel on the right lists your latest requests. Each ticket shows:
- The subject of the request.
- A status badge: Open, In Progress, Resolved, or Closed.
- The ticket ID (for example
TKT-00841). - A colored priority dot with the priority label.
- When the ticket was last updated.
A View all tickets → link at the bottom is provided to open the full ticket history.
Tips
- Set the Priority honestly — Critical is for outages or work-stopping problems, while general questions are Low or Medium.
- A clear Subject and detailed Description (with steps to reproduce) help the team resolve your ticket faster.
- Note your ticket ID so you can refer to it in follow-up emails or chats.
Troubleshooting
| Problem | What to check |
|---|---|
| The Phone Support or Remote Session button is disabled-looking or unavailable | These are Enterprise only channels — use Live Chat or Email Support unless your organization has an enterprise plan. |
| You submitted a ticket but got no reply | The in-app form is a demo and doesn't reach a live desk yet — send your request through Email Support or Live Chat. |
| Your ticket isn't in the Recent Tickets list | The list shows sample tickets in this release; track real requests through the channel you used to contact support. |
| You can't open the page | Make sure you are signed in; the page needs no special permission. |