--- title: "Getting help: support and tickets" description: "Chat with your customers in real time, raise a support request to Qualy, and track your support tickets." lastModified: "2026-06-13" lang: "en" wordCount: 528 url: https://qualyhq.com/training/getting-started/support-and-tickets --- ## Site navigation - [For schools](/international-education/for-schools.md) — For international education schools - [For agents](/international-education/for-education-agents.md) — For international education agents - [Explore](/training.md) — Watch videos on how to use Qualy - [About](/about.md) — Learn about Qualy's mission and values - [Pricing](/pricing) - [5-min demo](/demo.md) - [Login](https://dashboard.qualyhq.com) # Getting help: support and tickets > How to get help—and how to help your customers. ## At a glance - **Intended for:** Everyone - **Available in:** All plans - **Reading time:** 3 minutes - **Last updated:** 31st May 2026 ## Quick summary Qualy includes a realtime chat to talk with your customers (and request forms or files from them), a way to raise a support request to Qualy when you need help (for example with a payout), and a Support tickets board where you can track requests by subject, priority and status. ## Overview Getting help in Qualy comes in a few forms—and so does *giving* help to your customers. Here's how each works. ## Chat with your customers Qualy includes a **realtime chat** so you can message your customers directly—"top-notch customer service at your fingertips." Right inside a conversation you can also: - **Request a form** from the customer - **Request a file** from the customer Chat is the quickest way to nudge a customer for a missing document—ask in the conversation and request the file in the same place. ## Get help from Qualy When *you* need a hand, **raise a support request** describing the issue. A common example is help with a **payout**—for instance, a payout that hasn't been received, or one you don't recognise. Qualy receives the request and gets back to you. ## Track your support tickets Your requests are tracked on the **Support tickets** board. Each ticket has: - A **subject** - A **priority** — Critical, High, Medium or Low - A **status** — Backlog, To do, In progress, or Done Following a ticket's status lets you see exactly where a request is, from the moment it's raised through to Done. ## Prefer to talk? There's a **Book a meeting** quick link on your **Home** screen when you'd rather walk through something live. ## Frequently asked questions ### Can I chat with my customers in Qualy? Yes. There's a realtime chat so you can message your customers directly, and you can request a form or a file from them right in the conversation. ### How do I get help from Qualy? Raise a support request describing your issue—for example, help with a payout (such as a payout that hasn't been received or one you don't recognise). Qualy receives it and follows up with you. ### What are support tickets? A board where your support requests are tracked, each with a subject, a priority and a status, so you can see where things stand. ### What statuses can a ticket have? Tickets move through stages such as Backlog, To do, In progress and Done, so you can follow a request from raised to resolved. ### What do the priorities mean? Priorities range from Critical and High to Medium and Low, indicating how urgent a request is. ### Can I book a meeting with Qualy? Yes—there's a 'Book a meeting' quick link on your Home screen for when you'd rather talk it through. ### Is the chat the same as a support ticket? No. Chat is for talking with your customers. Support tickets track requests for help; the two serve different purposes. ## Prefer doing this via the Qualy API? Head over to our developer docs for everything you need—endpoints, examples, and simple how-tos. [View API Docs](https://docs.qualyhq.com/docs) ## More on Qualy **Industries** - [For schools](/international-education/for-schools.md) — For international education schools - [For agents](/international-education/for-education-agents.md) — For international education agents **Support** - [Training](/training.md) - [System status](https://qualyhq.statuspage.io/) — Qualy system status - [Product updates](https://changelog.qualyhq.com) — As we work on Qualy, here we spotlight what we’ve learned and updated across our products - [Contact](/contact-us.md) **Product** - [Demo](/demo.md) - [Enterprise](/enterprise.md) - [Testimonials](/testimonials.md) — Learn what some customers have to say about Qualy - [About](/about.md) — Learn about Qualy's mission and values - [Blog](/blog) — International education payments blog by Qualy - [Trust center](/trust.md) - [API](/api.md) — Qualy API for international education payments - [Zapier](/zapier.md) — Connect Qualy to 7,000+ apps with Zapier **Legal** - [General terms](/terms-and-conditions.md) - [Payer terms](/terms-for-payers.md) - [Privacy policy](/privacy-policy.md) - [BECS DDR](/becs-dd-service-agreement.md)