To cater to diverse needs and ensure a seamless experience, we offer multiple channels for assistance. Whether you are facing a technical challenge, need guidance on features, or require emergency support, our dedicated team is ready to assist you.
Rocket.Chat desk portal (available for all plans)
Access: Rocket.Chat desk portal
Usage: This is the primary channel for all support queries. Only customer-assigned points of contact are authorized to open a support ticket at the Desk Portal, ensuring a streamlined and personalized support experience. Customers must assign contacts within their organizations responsible for creating support tickets on the desk portal.
Email support (availability varies by plan)
Contact: [email protected]
Process: Email support is verified through domain matching. Emails from domains corresponding to a company's registered domain are prioritized in the customer queue. Please note that emails from non-registered or free domains may not be recognized as client-associated requests. Make sure that you are sending emails from authorized IDs. Support tickets opened using emails are automatically assigned a low priority, which will be reassessed according to the ticket details.
Refer to the Support Ticket Classification System for details on how priorities are assigned to tickets.
Our commitment to providing exceptional support is unwavering. We encourage you to utilize these channels per your specific needs and plan provisions. Please do not hesitate to reach out for any further assistance or clarification on support channel usage. Rocket.Chat is dedicated to ensuring your experience with our platform is smooth, efficient, and continually evolving to meet your business needs.