Where to get help
Open Help & Support while signed into your SHVYA organization. This customer portal and the internal Shvya-Ops staff console operate on the same ticket records.
Create a good ticket
- Choose the most relevant category and issue.
- Use a focused subject such as “Hosted WhatsApp QR keeps expiring”.
- Describe what you expected, what happened and when it started.
- Include your organization, module, safe lead/account reference, relevant timestamp/timezone and error code.
- Attach a redacted screenshot or allowed document if it helps reproduce the problem.
- Submit once; keep the ticket reference for follow-up.
Continue a conversation
Use the ticket detail to view public Shvya-Ops replies and respond with additional evidence. Internal Shvya-Ops notes are not shown to customers. Ticket status and the “response required” indicator reflect the actual latest public reply, not just whether you opened the page.
Security and visibility
Ticket access follows organization support policy. Some teams may view organization tickets while ordinary users in a restricted organization may be limited to tickets they personally created. Shared ticket links, when available, have bounded access and can expire or be revoked.
Information not to include
Never provide passwords, one-time codes, raw API keys, Meta app secrets, full private webhook URLs or private customer records unrelated to the issue.