Submitting support tickets
Exactly what to include for call, fax, and SMS issues so the first reply is an answer rather than a question.
Last updated September 15, 2026
Our help desk is staffed by people who are good at deciphering vague descriptions, but every missing detail costs a round trip. Here is what to include so we can start troubleshooting instead of guessing.
How to reach us
- Ticket
- On the Wiretap homepage, click Support → Submit A Ticket.
- Phone
- 816 WIRETAP (816-947-3827)
Include your account number if you email
Email has no account number field, so if you do not tell us, we do not know. Dropping it in saves a round trip.
Call failures
For inbound or outbound call failures we need at least one concrete call example.
- Caller's number
- The number that placed the call.
- Called number
- The number that was dialed.
- Date and time
- When the call was attempted.
- Call treatment
- What actually happened — busy, dead air, could not be completed as dialed.
Core-Fax issues
- Email address
- The address that sent or should have received the fax.
- Destination number
- Where the fax was going.
- Date and time
- When it was sent.
SMS issues
- Sender's number
- The number that sent the message.
- Sent number
- The destination number.
- Date and time
- When it was sent.
- TCR form on file
- Yes or no. See 10DLC registration and TCR if you are not sure.
General tips
- Be specific. “It's broken” does not give us much to work with.
- Provide examples. If the issue is intermittent, send several with timestamps.
- Attach logs. Logs or screenshots when in doubt — we are fluent in error codes.
- Stay available. We may come back for more information, so keep an eye on your email.
Still stuck?
Our help desk answers on 816 WIRETAP, or open a ticket. Including the right details gets you a real answer on the first reply — see submitting support tickets.
Contact support