Learn how to submit a support ticket through Lucky, contact the Support Team, and join a remote support session.
Contact the Lightspeed Voice Support Team for help with your phone system, applications, or account. You can submit a ticket from the dashboard, contact Support directly, or join a remote session when a technician requests it.
Submit a support ticket
- Click the Lucky icon in the upper-right corner of the dashboard.
- Select Submit Ticket.
- Confirm your Name and Email are correct.
- Select the Affected Area that best matches your issue.
- Describe the issue or feedback. The form requires a minimum of 160 characters.
- Select Upload Screenshots to attach any helpful images. This step is optional.
- Click Submit to send your ticket to the Support Team.
What to include in your ticket
Provide enough detail for Support to understand what happened and begin investigating:
- Who is affected: Your name, extension, and whether other users have the same issue.
- Where it happens: The web application, Orbit desktop, LS Orbit mobile, or a desk phone. Include the phone model when relevant.
- What happened: Describe what you were trying to do, what you expected, and what happened.
- When it happened: Include the date, approximate time, and time zone. For call issues, include the calling and receiving numbers.
- What you've tried: List any troubleshooting steps and their results.
Include the exact wording of error messages when possible. Keep passwords and unrelated sensitive information out of your description and screenshots.
Contact Support directly
You can also email help@lightspeedvoice.com.
For urgent issues, call 877-97-VOICE (877-978-6423). Calling allows you to speak with Support about the issue and its impact on your business.
If you cannot access the dashboard, use these email or phone options to get help.
Join a remote support session
A Support technician may ask to connect remotely to help investigate an issue.
- Click the Lucky icon in the upper-right corner of the dashboard.
- Select Remote Support.
- Enter the session code provided by your technician in the Join with a code field.
- Click the arrow button.
- Follow your technician's instructions to connect.
You can also access the remote support page at sc.lsv.io.
Open Remote Support when you are working with a technician who has provided a session code.
Follow up on an existing issue
When following up, reference your existing ticket number or reply to the related support email. Include any new examples, changes in behavior, or additional users affected so Support has the latest information.
