When the help center doesn't have the answer, send the FrontDesk team a support request. It's a two-way conversation that you and the team both reply in.
Open a request
- Click your name at the bottom of the left sidebar and choose Need Help?. (On the Support requests page, New request opens the same window.)
- Pick the category that fits best: Account & Settings, Scheduling, Billing & Subscription, Phone & SMS, AI Voice, Email Deliverability, Sender Verification, Domain Authentication, Report a Bug, Feature Request, Getting Started, or General Question.
- Click Next, describe the issue (up to 1,000 characters), and click Send Request.
On a phone, open More, tap your name, then Support requests and New request.
Prefer email? Write to support@frontdesk.care.
Follow a request
Click your name and choose Support requests to see every request you've sent. Each one has a reference number (like REQ-1234) you can quote later, and a status:
- Waiting on support: the team has it.
- Waiting on you: the team replied and needs something from you.
- Resolved: it's closed.
Use the filters at the top (All, Needs your reply, With support, Resolved) to narrow the list. When the team replies, the request gets a New reply tag, and you'll see a "new support reply" item on your Home page and under Needs attention in the sidebar.
Reply, resolve, or reopen
Open a request to read the whole thread. Type in the message box and click Send to reply. When it's sorted out, click Mark resolved. If it comes back, open it and click Reopen request.
You can't attach files to a request yet. If a screenshot would help, email it to support@frontdesk.care with your reference number.
Get an answer faster
- Be specific. Pick the closest category and say what you expected and what happened instead.
- Point to the evidence. Name the client, call, or phone number involved. For a call, include when it came in and the caller's number.
- Check the help center first. Common fixes like My AI isn't answering calls or SMS isn't sending may solve it right away.