Getting help: tickets, chat assistant and email replies
How to reach SignSpry support: the chat bubble, the Support page and email, what each ticket status means, and who sees your tickets.
The fastest route to a person is a ticket: open one from Support in your account menu, or type "talk to a human" in the chat bubble. Replies come by email and appear on the ticket page.
Three ways to ask
The chat bubble. The round button in the corner opens the SignSpry assistant. It looks answers up in this help centre; it is not a person. It appears on most pages but not on signing pages, and not on the sign-in, register or password-reset screens. If it cannot answer, type "talk to a human" or "open a ticket" and a Create a support ticket button appears. If you are not signed in, it asks for your name and email first. The chat so far is attached to the ticket as its first message.
The Support page. Open the account menu (your avatar) and choose Support.
- Under Open a new ticket, write a Subject.
- Pick a Topic: General, Billing, Technical, Signing, Api, Feedback or Sales.
- Describe what is happening under Tell us what's happening.
- Press Create ticket.
Email. Write to support@signspry.com from the address on your account. Visitors without an account can use the contact page, which has separate routes for sales, security and legal, partnerships, press, and grievances and data requests.
What happens next
You get an email titled We've received your request, ending in a reference like [#A1B2C3D4E5F6]. It arrives in your language where SignSpry has a translation for it. Our team replies by email, usually within a few hours.
Replies arrive as Reply from SignSpry support and also appear on the ticket page. The footer of each reply tells you how to answer:
- "reply to this email or from the Support page", where SignSpry has switched on email replies
- "reply from the Support page in your account", where it has not
If you reply by email, keep the [#REF] in the subject. Replies join a ticket only through that reference and only from the address the ticket was opened with. Replies to a closed ticket are not picked up.
Ticket statuses
| Status | Meaning |
|---|---|
| open | Waiting for us |
| pending | We replied and are waiting for you |
| resolved | We think it is sorted; reply and it reopens |
| closed | Finished. The page says "Open a new one if you need anything else" |
Your reply moves a pending or resolved ticket back to open.
Who can see a ticket
Members see their own tickets. Admins see every ticket opened by their organisation, under Your tickets on the Support page.
Language
Support is in English or Hindi. Where SignSpry has switched on automatic translation, your message is translated for the team and the reply is translated for you, with the original kept beside it: the page shows Translated automatically — show the original, and the email says "Translated automatically. The original message:". It is off by default. When it is on, the text of the ticket goes to a translation service outside Mumbai, which is why it is a deliberate switch.
Make a ticket quick to solve
- Say what you expected and what happened instead.
- Include the envelope ID, shown on the envelope page and on the certificate of completion.
- Paste any error message exactly.
- Never send passwords or one-time codes.