Overview
The Vic.ai Support Ticket Portal gives you a real-time, consolidated view of every support case your organization has open with our team. No more chasing down status updates or asking your CSM what's happening — you can log in at any time and see exactly where things stand.
This guide covers how the portal works, what the ticket statuses mean, and answers to the questions we hear most often.
Accessing the Portal
The portal is accessible directly from these paths:
Vic.ai Help Center
All members of your organization with a Vic.ai login can view all tickets associated with your company.
What You'll See in the Portal
When you log in, you'll see a list of all support tickets created for your organization. Each ticket represents a distinct issue or request that our team is actively tracking and working on.
From the main view, you can:
Filter tickets by status, date, or whether you personally initiated them
View ticket details including the full conversation thread, ticket ID, and current status
Add comments or attachments directly to an open ticket
Review historical tickets for past reference
Clicking into a specific ticket gives you a full snapshot: what was reported, the conversation between you and our team, and where things currently stand in the resolution process.
How Tickets Are Created
Tickets are created when you reach out to Vic.ai Support through one of two channels:
In-app chat via the Intercom messenger widget
Support email to our support team
When our team determines that your issue requires tracking and investigation (rather than an immediate answer), they'll create a support ticket on your behalf. You'll receive an automatic notification confirming that a case has been opened.
Important: Tickets are only created through Vic.ai's support channels (in-app chat or email). Issues submitted elsewhere will not appear in this portal.
Understanding Ticket Statuses
Every ticket moves through a defined lifecycle. Here's what each status means for you:
Status | What It Means |
New | Your ticket has been received and is in the queue. Our team will begin review shortly. |
Under Review | A support agent is actively reviewing your issue and gathering information. |
In Progress | Our team is working on a resolution. This may involve investigation, testing, or coordination with our engineering team. |
Waiting on Customer | We need additional information from you to move forward. Check the ticket thread for our message. If we don't hear back within 10 business days, the ticket will move to Resolved. |
Ready for Release | A fix has been developed and is scheduled for an upcoming release. |
Resolved / Monitoring | The issue has been addressed. We're keeping an eye on it to confirm everything is working as expected. If no further action is needed within 5 business days, the ticket will close automatically. |
Closed | The ticket is fully resolved and wrapped up. All closed tickets remain visible in your portal history. |
Green statuses (Resolved, Monitoring, Closed) indicate your issue has been handled. If something resurfaces, simply reach out to our support team to open a new ticket.