Customer Support

Support & Help System

Get help through tickets, AI voice agents, or direct contact

Quick Contact

AI Voice Agent

(678) 310-1610

24/7 Instant Support

Email Support

contact@xshift.ai

Response within 24h

Support Tickets

In-app tracking

Priority-based support

Get Help - Three Ways

1 minute

1. AI-Assisted Voice Agent (Fastest)

Call our AI voice agent for instant support 24/7.

•Phone: (678) 310-1610
•AI agent can help with common questions and issues
•Available 24/7 - no wait times
•Can create support tickets or escalate to human support
•Understands natural language - just explain your issue

2. Email Support (For Detailed Questions)

Email us directly for human support.

•Email: contact@xshift.ai
•Best for detailed questions or feature requests
•Human support team responds within 24 hours
•Include screenshots or details for faster resolution

3. Submit a Support Ticket (In-App)

Create a ticket directly in XShift AI for tracking.

•Available from any page in the app
•Track ticket status: Open, In Progress, Resolved, Closed
•Receive replies directly in the ticket
•Priority levels: Low, Medium, High, Urgent

Submit a Support Ticket (In-App)

2 minutes

Open the Support Widget

Look for the Support button in the top navigation.

•Button labeled "Support" with chat icon
•Located in the top-right area of the page
•Available on all pages when logged in
•Opens a support modal/widget

Fill out the ticket form

Provide details about your issue.

•Subject (required): Brief description (e.g., "Cannot create shifts")
•Description (required): Full details of your issue
•Priority: Choose LOW, MEDIUM, HIGH, or URGENT
•The more details you provide, the faster we can help

Click "Submit Ticket"

Send your ticket to the support team.

•Ticket is created immediately
•Email sent to support team (contact@xshift.ai)
•You'll see "Ticket Submitted!" confirmation
•Ticket is saved to your account for tracking

Ticket Priority Levels

1 minute

LOW - General Questions

Non-urgent questions or minor issues.

•General "how-to" questions
•Feature requests
•Nice-to-have improvements
•Response time: Within 48 hours

MEDIUM - Standard Issues (Default)

Issues affecting work but with workarounds.

•Bugs that have workarounds
•Schedule creation issues
•Employee assignment problems
•Response time: Within 24 hours

HIGH - Important Issues

Issues significantly affecting your operations.

•Features not working as expected
•Time tracking issues
•Cannot publish schedules
•Response time: Within 12 hours

URGENT - Critical Issues

System is down or unusable.

•Cannot log in
•Complete system outage
•Security concerns
•Data loss issues
•Response time: Within 4 hours (or call immediately)

Ticket Status Tracking

2 minutes

OPEN - Just Submitted

Ticket has been created and is waiting for assignment.

•Support team has been notified
•Ticket is in the queue
•Support team will review and assign

IN_PROGRESS - Being Worked On

Support team is actively working on your issue.

•Assigned to a support team member
•Investigation or troubleshooting in progress
•You may receive questions or updates

RESOLVED - Solution Provided

Support team has provided a solution.

•Fix has been applied or workaround provided
•Check ticket replies for the solution
•Test the solution and confirm it works
•Will auto-close after 7 days if no response

CLOSED - Issue Completed

Ticket is closed and considered complete.

•Issue has been resolved
•No further action needed
•Ticket archived but still viewable in history
•Can reopen if issue returns

Ticket Replies & Communication

1 minute

Receive replies from support team

Support team can reply to your ticket with questions or solutions.

•Replies appear in the ticket thread
•Email notification when support replies
•All communication tracked in one place

Reply to support team

You can respond to provide more information.

•Add screenshots or additional details
•Answer questions from support team
•Confirm if solution worked
•All replies visible to support team

Ticket history

View all past tickets and their status.

•See all tickets you've submitted
•Track current status of open tickets
•Review resolved tickets for reference
•Reopen tickets if needed

Ticket Status Meanings

OPEN

Submitted, waiting for assignment

IN_PROGRESS

Support team actively working

RESOLVED

Solution provided, test it out

CLOSED

Issue complete, archived

You're All Set!

You now know how to get support through tickets, AI voice agents, or direct contact. We're here to help 24/7!

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