If you need support in Zenvia Customer Cloud, you can open a ticket to resolve doubts, request adjustments, or report issues. Additionally, it is possible to track the status of your tickets and, if necessary, escalate them to the Ombudsman for a deeper analysis.
This article explains how to perform these actions.
⚠️ Who can access:
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How to open a new ticket
To register a ticket, follow these steps:
1. In the horizontal navigation menu, go to 
2. Select the type of request you want to open, such as financial support, product support, or plan change/cancellation request.
3. Complete the required information and submit your ticket.
How to track the status of your tickets
Open tickets can be monitored directly from the platform:
1. Go to the horizontal navigation menu and click on Help Center > My Tickets.
2. On the ticket screen, you will see the following information:
a. Ticket Title: The subject of the request.
b. Case Number: Unique identification of the ticket.
c. Ticket Status: Indicates whether the ticket is open, canceled or already closed.
d. Additional Notes: Indicates whether the ticket was escalated to the ombudsman.
How to escalate a ticket to the ombudsman
If your issue has not been resolved or if you need further clarification, you can escalate the ticket to the ombudsman. To do this:
1. Access My Tickets and locate the ticket you want to escalate. Closed tickets cannot be escalated.
2. Click on the options menu (three dots) next to the ticket.
3. Select Escalate to ombudsman.
To ensure more efficient support, escalate a ticket to the Ombudsman only when truly necessary.