Bankful uses a ticketing system for all account, billing, and technical issues. This guide will facilitate your understanding of the fundamental aspects of that ticketing system.
Accessing the Support Ticket Module
Sign into your Bankful dashboard
Select Support in the top right corner of the dashboard
This screen will display a list of all created supported tickets associated with your Bankful account, including support tickets created by our Client Support Team.
My Support Tickets will show:
- Date Created
- Ticket Subject
- Ticket Number
- Ticket Status
- Select the + sign next to a ticket to view a brief summary
- Selecting Details will open the associated ticket
Creating a Support Ticket
Click Create Ticket
Choose a Subject and Related Product from the dropdown options and enter the details of your request in the Details text box.
You may upload an attachment using the Upload button if needed.
Once complete, click Submit, to send the support ticket to our Client Support’s ticket queue.
Responding to a Support Ticket
Opening a ticket will show all replies between you and our Client Support Team.
To reply or update a ticket, simply type in the text box at the bottom of your screen, then click the paper airplane icon.
Select the paperclip icon to upload any additional attachments for our team to view.
When you receive a reply from our Client Support Team, the notification bell at the top of your dashboard will have a highlighted number next to it. Click on the bell icon to view previous ticket responses. Selecting the Ticket ID will open the ticket.
You will also receive an email to the address on file with details of the ticket response.
Support Ticket Response Times
The expected response time on a support ticket is four (4) hours, however this may vary depending on the nature of the request. Tickets associated with development or a potential bug may take up to 24 hours or longer to resolve.
Should you have an issue after hours, please call the support number below and our team will reach out as soon as possible. You may also email support@bankful.com directly.
Hours
US
- M – Th 7am – 4:30pm PT
- F 7am – 2:30pm PT
UK
- M – F 8am – 5pm
Phone
- US: 888 882 9494
- UK: 0800 242 5016
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