How to Open a Support Ticket and Response Times
VoxScriber support channels: opening a ticket, priority deadlines, replying by email without losing the protocol, and handling auto-closed tickets.
The recommended way to reach us is the ticket: it generates a protocol, puts the request into a queue with a deadline based on priority, and keeps all history in one place. The support center is at /support, with three options: open a ticket, direct email, and this help center.
Opening the Ticket
Go to /support/ticket while logged in
The ticket form requires login — that's how we link the request to your account and are able to investigate transcriptions and specific charges.
Choose category and priority
Categories: technical problem, billing, transcription, account, feature suggestion, and others. Priorities and first-response deadlines:
- Urgent — up to 2 hours
- High — up to 4 hours
- Normal — up to 24 hours
- Low — up to 48 hours
Describe with context
The more context, the faster the resolution: filename, approximate time, exact error message, and what you expected to happen. You receive a protocol in the format VPT + date + code (e.g., VPT260802A1B2C3).
Replying by Email (It Works!)
Every ticket update arrives by email — and you can simply reply to that email: the reply is added to the ticket automatically, as long as the protocol remains in the subject line.
- Ticket resolved or waiting on you? Your email reply reopens the conversation;
- Ticket closed (permanently ended)? Replies do not reopen it — a new email without a protocol opens a new ticket;
- Wrote directly to support without a protocol? That also becomes a new ticket, with automatic confirmation.
Don't remove the protocol from the subject line when replying. That's how your message finds the right ticket.
Ticket Waiting on Your Response
When support needs information from you, the ticket stays "waiting for user" and we send reminders at 24 h, 48 h, and 72 h. If there's no response by the 3rd day, the ticket is automatically closed as resolved — if the issue persists, just reply to the last email (it reopens) or open a new one.
Other Channels
- Direct email:
suporte@vozparatexto.com.br(page /contact); ticket notifications come fromcentral@vozparatexto.com.br; - Live chat: we don't have it right now — the ticket is the fastest channel;
- Website down? In infrastructure failures, a maintenance page goes up automatically and goes away on its own when the system recovers. If you see the maintenance page, we're already aware.
Production-stopping problem (e.g., an urgent batch of hearings stuck)? Use the Urgent priority and describe the impact — it exists exactly for that.
Frequently Asked Questions
Do I need an account to open a ticket?
For the form, yes. Without an account (e.g., issue with signing up), write to suporte@vozparatexto.com.br — it becomes a ticket just the same.
What is the actual response time?
The target deadlines by priority are listed above (Normal: up to 24 h). Billing questions and bugs with a well-described protocol usually get answered faster.
I got a reply signed by the founder. Is it real?
Yes — some tickets are personally answered by the founder, and replying to that email goes back to the same ticket.
My ticket closed on its own. Did I lose the history?
No. Reply to the last email with the protocol in the subject line: resolved tickets reopen with all history preserved.
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Still have questions? Open a ticket now — tickets with normal priority are answered within 24 hours.