When you need help beyond what the documentation or chatbot can provide, you can open a support ticket directly from your dashboard. Our support team (and our AI assistant Jeroen) will respond based on your plan's response time.
Creating a support ticket
To create a new ticket, open the Support Center from your dashboard and click Create Ticket. Fill in the following details:
Choose a category
Write a subject and description
Link a server (optional)
Attach files (optional)
Tip
Before creating a ticket, the form will suggest relevant documentation articles based on your subject. Check if your answer is already available in the docs.
The support inbox
The Support Center lists your tickets as cards under two tabs:
Open
History
Each ticket shows its status with one or more labels:
- Open: the ticket is live. Jeroen or our team is working on it.
- Escalated to human: shown next to Open when a person from our team has been asked to take over.
- Waiting for your reply: shown next to Open when we have answered and the next step is yours.
- Resolved: the problem is solved, either because you said so or because our team marked it.
- Closed: we did not hear back from you for 3 days after our last reply.
Jeroen: your AI support assistant
When you create a ticket, our AI support specialist Jeroen will review your issue and send an initial response within a few minutes. Jeroen has full knowledge of the OneClickClaw platform and can help with most common questions about server setup, billing, channels, and troubleshooting.
- Fast first response: Jeroen usually replies within a few minutes of ticket creation. Jeroen is an AI and says so.
- Context-aware: If you linked a server to your ticket, Jeroen can run diagnostics on that server and see your subscription plan.
- Human handoff: If your issue requires human attention, a team member will follow up. Jeroen never blocks you from reaching a human.
Note
Jeroen only responds if a human team member has not already replied. Once a human responds, Jeroen steps back and the conversation continues with the support team.
Live chat with a person
For a quick conversation, click Human Support at the top of the Support Center. It opens a live chat with a person from our team and shows whether someone is online and your place in the queue. When nobody is online, you can leave a message and a person replies to it. Outside support hours the button also shows the hours.
Ticket conversation
Click any ticket to open its full conversation thread. You will see all messages in chronological order, with clear labels showing who sent each message. You can reply directly from the thread, attach additional files, and see the current ticket status and priority.
- Did this answer solve your problem? After an answer, you can click Yes, this solved it (the ticket becomes Resolved) or No, I still need help. If you say no, you can click Talk to a person and a person from our team takes over.
- Mark as Solved or Close Ticket ends a ticket once your issue is sorted.
- A Resolved ticket needs Reopen Ticket before you can reply again.
- A Closed ticket keeps its reply box. Just write a reply and the ticket opens again.
Response times by plan
Response times depend on your subscription tier:
| Plan | Support Channel | Target Response Time |
|---|---|---|
| Starter | AI Chat (25 credits/mo) | 12 hours |
| Hobbyist | AI Chat (25 credits/mo) | 12 hours |
| Pro | AI Chat (25 credits/mo) | 4 hours |
All plans receive Jeroen's AI-powered first response within minutes. The response times above refer to human follow-up when needed. Pro tier tickets are automatically elevated to high priority.
Tips for faster resolution
- Be specific: "My Telegram bot stopped responding at 14:00 today" is much more helpful than "bot broken."
- Link your server: This gives the support team instant access to diagnostics without back-and-forth.
- Include screenshots: A screenshot of the error message or unexpected behavior saves a lot of explanation.
- Check the docs first: Many common issues are covered in the FAQ and troubleshooting articles.