Vocalised support model

Our model is designed as a self-serve model through digital channels to provide all services and support content accessible through AI Assistants, a help portal and the Vocalised portal.


The service model we are developing is to ensure 90% of admin and user issues can be resolved in less than two minutes through self-serve and AI support, this will take us some time to achieve. This helps us to offer competitive pricing and any questions asked through our chat and helpline will inform new support content.


We offer a telephone helpline for both administrators and users as well as tickets which admins can create via email and web chat - we will open this up to all user types in the future.


Support Channels

  • AI Assistant – 24/7 virtual assistant on the bottom corner of our website that can answer questions and link to relevant support articles. It can access content from our website and help portal
  • Help Portal – Out self-serve help articles available to all users with videos, guides and tutorials and a search tool for quick access to content. This will be updated regularly
  • Tickets  – Vocalised Administrators can raise tickets through the AI Assistant and can email support@vocalised.co.uk  from their registered email address to create a support ticket
    • Tickets are not open to users (only admins) at launch, we will add this capability in the future
  • Getting Started Page – Quick overview to get started at  vocalised.co.uk/support/getting-started
  • Telephone helpline (8am–6pm UK time) for all users
  • Roadmap: Optional 24/7 support line for critical outage handling

Raising a Support Ticket

⚠️ [Admin-only] Only admins can raise tickets directly via the Vocalised Portal

  1. Log into the Vocalised Portal
  2. Go to Support > Raise a Ticket
  3. Select a category (Technical, Billing, Porting, Setup, Other)
  4. Add a subject, detailed description, and optional attachments
  5. Submit the form – confirmation and a ticket ID will be emailed to you

Alternatively, admins can send an email to support@vocalised.co.uk from their registered email address to raise a ticket automatically.


Ticket Handling Process

  • Tickets are reviewed and responded to between 08:00–18:00 UK time (Mon–Fri)
  • Critical outages via the optional 24/7 support line will be prioritised
  • Tickets will be added to the Vocalised Portal
  • You will receive regular updates until resolution
Did this answer your question? Thanks for the feedback There was a problem submitting your feedback. Please try again later.