How support works: tickets, email, AI and a human

Every question becomes a ticket, whichever way it comes in: the form at /support, an email to support@dorelli.cloud, your portal, or the API. You get a confirmation with a ticket number like #123 right away.

Replying by email works. Every mail we send about a ticket has the number in the subject; reply to it and your message lands in the same ticket. Replying to a closed ticket reopens it.

Who answers: our AI assistant writes a draft for every question; a human reads it and sends it, or writes the reply themselves. A reply that comes from the assistant is marked as AI. We do not state a fixed response time; our terms explain why (article 19).

Closing and rating: we close a ticket when it is solved, or automatically after seven days without a reply from you. You then get a one-click rating link; the score helps us improve.

No account needed. Own a trial site? Use the management link from your email to open a ticket that is linked to that site. Signed in? Your portal shows every ticket on your email address, also the ones you sent by email.