Reaching support and escalating an issue

How to reach our support team, what happens when a chat is handed over, and how to escalate when an issue cannot wait.

Source: Docklify platform support rules (in-product chat hand-over and ticket escalation), effective 9 Nov 2026. Review tier B — we re-check this page at least every 30 days.

Ways to reach us#

You can start from the in-product support chat or by opening a ticket. If a chat conversation needs a person, it is handed over as a support ticket with the conversation attached — you never have to repeat what you already explained, and the reply continues in the same place. Keep one issue per ticket where you can: it keeps the response and resolution targets (see “Support response and resolution times”) attached to the right problem.

Escalating#

If an issue is blocking your work, raise the ticket priority to urgent and say in a reply what is blocked and since when — urgent tickets carry a first-response target of 1 hour. If a ticket looks stalled, reply on the same ticket rather than opening a new one: the full history stays in one place and the deadline stays visible. When you escalate, the most useful things to include are the affected order, shipment, or screen, what you expected to happen, and what happened instead.