This article explains how to reach Alloy Support and how to view all your tickets and conversations. This article will guide you on how you can reach Alloy Support and how you can view all your tickets and conversations.
Tickets versus Conversations
In Alloy’s help desk, there are two distinct customer outreach types: Tickets and Conversations.
When reaching out initially, a Conversation begins with AskAlloy - a support agent bot that is able to answer common questions based on available documentation in the Help Center and Developer Documentation.
If a conversation cannot be resolved, it can be routed to a human support agent, which at that point it becomes a Ticket.
These definitions are important as both will be referenced throughout this article.
Ways to contact Alloy Support
To contact Alloy Support, you have three supported channels. When first opening a request with Alloy Support, you will first engage with AskAlloy.
In the Alloy dashboard: click Support in the left navigation to open the Messenger, then choose Ask a question. We recommend opening a support ticket after logging into the Alloy dashboard so all your questions can be synced to your user's support ticket history.
At help.alloy.com: search the help center for an instant answer, or open the Messenger bubble in the bottom-left by clicking the Alloy logo. We recommend opening a support ticket after logging into the Alloy dashboard so all your questions can be synced to your user's support ticket history.
By email: write to [email protected].
In Slack: if your organization has a shared Alloy Slack channel and AskAlloy has been invited into the channel, you will be able to your question directly within Slack. To route a question to the Support team, react on the initial post with a
:ticket:(🎫) emoji.
Chatting with AskAlloy
When you start a conversation at any of the supported channels Alloy's AI support agent, AskAlloy, responds first. It draws on Alloy's documentation to resolve most questions instantly, and it connects you with the Alloy support team whenever your request needs a person. AskAlloy will route you automatically when it detects your request requires an action from the Support team, but you can also ask it to route to a human agent.
For questions that need to be escalated further, you can also review Alloy's Support Ticket Guide: Escalating Support Tickets for how urgency is defined and handled.
Once a conversation is routed to the human support team, a Conversation ID will be provided so you and your team can track its progress.
Viewing your tickets and conversations
You can see your previously submitted and active requests in two places – the Help Center or the Messenger.
Both methods for viewing past support conversations require that you’re logged into the Alloy dashboard. If you send any questions to [email protected] with a different email address than the one you log into the Alloy dashboard, you may not see these in your support history.
Viewing the Customer Portal at help.alloy.com
Visit https://help.alloy.com/en/ and then click the Customer Portal banner at the top of the help center. From here, you’ll see all support conversations that were created by you.
When viewing all the support history in the Support Portal, you can filter by specific support-type.
All will show both Tickets and Conversations. We recommend always setting the filter to All as some conversations will convert to a ticket if they are handed off to a human support agent.
Conversations - any active or past exchange with AskAlloy that has not been routed to a human agent. Click into one to reopen the Messenger thread and continue it.
Tickets - any request that has been routed to a human support agent.
Viewing the customer portal via the Alloy dashboard
Open the Messenger and select Messages to see your conversation history in-app and select Tickets to view your ticket history in-app. The Messenger also links directly to the Customer Portal for your company-wide view.
If you are not logged into the Alloy dashboard with the same user that has opened the tickets, then you will receive an error You do not have permissions to access the tickets portal. You do not have a user role. Make sure you log into the Alloy dashboard first, then return to the help center.
Viewing tickets within your organization
The default access-level is to view questions you created with the Support team. Questions submitted by other members of your organization or not visible by default.
If you have a business need to see all tickets submitted across your organization — for example, if you're an admin or team lead overseeing support activity — this requires Alloy Support to enable organization-wide visibility for your user. To request this:
Contact Alloy Support (via any of the channels above) and ask to have organization-wide ticket visibility enabled for your account.
Once the Support team is connected with you, the Support team will work with you to understand your business needs.
Once enabled, you'll be able to see all tickets and conversations created by anyone at your company from the Customer Portal, rather than just your own.
Tickets for your organization can only be viewed from the Help Center. If you open the Messenger, you'll only see conversations you personally created — to see tickets and conversations from across your organization, click Go to customer portal.
In the Help Center, tickets for your entire organization and any tickets you created are visible under the All tab. Use Created by me to narrow the view to just your own.
Tips for a great support request
Include as much of the following as you can, so the team can act without a round of follow-up questions:
The relevant Alloy identifiers — evaluation tokens, entity tokens, or journey application tokens, all copyable from the record's page in the dashboard. Please share Alloy tokens rather than applicants' personal information — never include an applicant's SSN, date of birth, or other personal details in a support conversation.
Screenshots, with any personal information redacted.
What you expected to happen versus what you're seeing, and any deadline you're working against.