Get to know Pontotel's Customer Service Center

Pontotel has launched a new Customer Service Center fully integrated with the Management website . This new feature allows users to register, track, and manage their service requests directly within the platform, in a simple and practical way.

With this update, the process of contacting the Implementation and Support teams has become faster and more organized, ensuring that all requests are correctly directed and followed up until resolution.

How to access the Customer Service Center

1. In the system's side menu, click on Admin to expand the options.
2. Next, select Customer Service Center .

3. The screen will display all open tickets, organized into the tabs All , Open , and Closed .

⚠️ Important: The Help Desk will only be available to administrator users (with HR permissions) on the platform. The ticket code, identified by the # , is the reference number that can be used to locate the ticket whenever you contact one of our specialists.

How to open a ticket

1. Click the green "Open new ticket" in the upper right corner of the screen.
2. In the form that will appear, fill in the following fields:

• Category: Select the type of service you want. Options include:
• • I'm in the implementation phase and need support.
  • I already use the system and I have some questions.
  • I'm already using the system and I've encountered an error.
  • To discuss financial matters (bills and payments).
• Subject: Briefly describe the reason for your call.
• Company code: enter the code available in the Admin > Company Data .
• Add recipients: If you wish to include other email addresses in the copy, separate them with a semicolon (;). This field is required; if you do not have additional addresses, enter your own email address.
• Message: Please detail your request with as much information as possible.

3. If necessary, attach files by clicking on “Attach a file” .
4. Click on “Submit new ticket” to finish.

• Select the category carefully, as this choice ensures that your request is directed to the responsible team, speeding up the service and resolution of your issue.
• Include examples of collaborators , screenshots , and files that illustrate the situation. This information ensures our team has all the necessary data for a thorough analysis and a faster response.
• The addresses entered in the "Add recipients" field will be copied by the agent upon their reply, but it's important to remember: ticket management (viewing and control) is restricted to the user who created the request through the platform.
• If your ticket is related to applications , it is essential to include the device code and collector diagnostics , following the step-by-step instructions available in this article .

How to track your tickets

After opening a ticket, you will receive an automatic reply by email (to the same address used to access the platform). This initial response is sent by our Artificial Intelligence (Nina), which will suggest possible solutions for your case.

If the AI ​​guidance doesn't resolve your issue, don't worry! Your ticket will also be reviewed by a human agent, who will handle it and get back to you soon.

You can track the status of all your tickets directly through the Help Center , viewing what is open, in progress, or closed.

• The "All" shows all tickets, regardless of their status.
• The Open displays only tickets that are currently in progress.
• Closed tab lists the calls that have already been completed.

On each line, you will see the subject , the last response , and the status , allowing you to track progress in real time.

If your request is resolved before support gets back to you, you can close the ticket directly through the Help Center.

Pontotel's Customer Service Center is another step towards ensuring transparency, autonomy, and efficiency in your experience with our support. Now, all your requests are recorded within the system, facilitating tracking and ensuring more organized communication.

In addition to this channel, we also offer support via chat within the platform and via WhatsApp !

Updated on: January 9, 2026