24/7 Tickets & Support
How to open support tickets with TourVilo technical engineers, report bugs, track resolution progress, and request features.
What is this?
Step-by-Step Guide
Open Support Center
Navigate to Support & Help → Tickets & Support in the sidebar navigation.
Click '+ New Ticket'
Enter a descriptive subject, pick the category, set priority, and describe what happened.
Track Conversation & Resolution
TourVilo support engineers reply directly inside the ticket thread. You will receive notification alerts on your dashboard bell.
Field-by-Field Breakdown
Detailed definitions for every form input, why it is needed, and realistic travel agency examples.
| Field Name | What it Means & Why Needed | Example Value | Required? |
|---|---|---|---|
| Ticket Subject | Concise summary of the problem or inquiry. Why: Routes your ticket to the right engineering specialist. | Discrepancy in Dubai Hotel High Season Rate Matrix calculation | Yes |
| Category | Department classification. Why: Ensures appropriate SLA response times. General InquiryHotel Engine & RatesQuotations & BookingsWhatsApp & InboxFinance & InvoicesBug ReportFeature Request | Hotel Engine / Quotations | Yes |
| Priority | Business urgency. Why: Urgent issues (e.g. inability to send invoices) are escalated immediately to tier-3 on-call engineers. LowMediumHighUrgent | High | Yes |
| Attachments | Screenshots or PDF export copies demonstrating the issue. Why: Speeds up troubleshooting without back-and-forth emails. | screenshot_of_rate_matrix_error.png | Optional |
Best Practices & Pro Tips
- Include the URL of the exact page where you experienced the issue to help our engineering team reproduce and resolve the problem faster.
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