Help / Reseller program
Managing customer support tickets
Tickets route to you first; escalate to VICIfast for infra-level issues.
When your customer opens a support ticket from their dashboard, it lands in your inbox at /dashboard/reseller/tickets, not ours. The customer sees a single thread; your replies appear under an ADMIN badge so they can distinguish your staff from VICIfast staff.
Two outcomes
Resolve it yourself. Most tickets are about VICIdial config, agent setup, lists, or carrier routing — things you know better than we do. Reply directly; the ticket closes when the customer confirms or after your team marks it resolved.
Escalate to VICIfast. For platform-level issues (provisioning failures, snapshot restore, billing edge cases, infra outages) hit the Escalate button. The ticket flips to
escalatedToPlatform=true, and our team picks it up from/admin/tickets. You can still read the thread but can't reply once escalated.
Inbox sections
In your queue — open or pending tickets routed to you, ordered by most recent activity.
Escalated to platform — handed off; read-only.
Recently closed — last 30 resolved/closed tickets, for audit.
SLA between you and your customers is your call — VICIfast doesn't enforce a response window on your queue.
Tags: tickets, support, reseller