Ricochet360 Support

When submitting a ticket for call-related issues, we will always need the Carrier's Call ID (long string of 32 letters/numbers) to identify for escalation purposes.

You can find the Carrier Call ID for troubleshooting call issues by:

For Admins:

-- Navigate to Reports --> Call History Report, searching for the call and clicking the tiny "i" under the Overview column.  Copy the Call ID and provide it to the Ricochet team.

For non-Admins:

-- Search for the lead in your Ricochet system on the Lead Management page, click on the lead, then click the Call History tab and copy the Call ID from the Call ID column and provide it to the Ricochet team.

Applicable User Seat Types

All User Seats

Applicable Permissions

All Permissions

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If you need to submit a support ticket, Admins and Agents: Return to your Ricochet platform and proceed to file a ticket using the Help -> Get Support action to open the Help widget.

If you have access to Ricochet's Ahoy Management Portal - click anywhere in this message to open the Ahoy Management Portal and the Support Widget.

If you are utilizing the Ahoy platform for ticket submission, for fastest results, please log into Ahoy so we can gather all the necessary information from your Ricochet account during the Ticket Submission process.

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