Support & Escalation
How to contact Trapyfy support and get operational requests tracked and resolved.
In plain words
When something is genuinely broken, this is how to reach a human and what to put in the message so the first reply is useful instead of a request for more detail.
The fastest route: the assistant
Click the assistant in the bottom-right of any dashboard page, or message @trapyfybot on Telegram. Both reach the same place. Most questions are answered instantly, and anything that needs a person becomes a tracked ticket routed to the right team.
You will always be told when you are talking to AI. Type talk to a human at any point and a team member takes over the same conversation.
In a Telegram group, the bot has to be added as a visible admin first. Once it is, tag it — it does not reply to untagged messages. Tagging it with a problem opens a ticket exactly as a direct message does.
@trapyfybot I need to report a bug to the human team about …Emailing [email protected] works too — it opens a ticket automatically, so nothing sits unread in an inbox.
What to include in your request
To help us resolve requests faster, please include as much of the following as possible:
- Merchant or organization name
- Reference— store, order, product, or warehouse reference, if relevant
- Screenshots or error messages— if relevant
- Short description of the issue
- Urgency or business impact
Use this email for
How support works
Support requests sent to [email protected] are tracked through our official support workflow so they can be prioritized, routed, and resolved properly.
Where to reach us
Three routes, one queue. Whichever you use, the request is tracked and the reply comes back to you on the same channel you started on.
In the dashboard
The assistant, bottom-right of any page.
On Telegram
@trapyfybot — direct, or tagged in a group where it is a visible admin.
By email
[email protected] opens a ticket automatically.
Direct messages to individual team members are not a support route.
A message sent that way is not tracked, does not reach the queue, and cannot be picked up by whoever is on shift. Use one of the three routes above and it will be.
Following a request: Get Help
Whatever the assistant cannot resolve on its own is forwarded to the Trapyfy team as a bug report or a support request. Each one appears on the Get Help page in your dashboard (the question-mark icon in the top bar), with its type, its status and when it was reported.
Add context
Send the team more detail or screenshots on the same report, instead of opening a second one.
Open → Resolved
A report stays Open until the team closes it, then switches to Resolved. Nothing on this page needs a reply from you unless the team asks for one.
Tickets from your own customers are a different list: see Customer Tickets.