We’re introducing a new way to engage with Bandwidth Support! Starting December 3, 2025, you can access our award-winning support directly in both the Bandwidth App and our updated Help Center by interacting with Synthi via a streamlined in-app chat experience.
This FAQ will help you make the most of our new support features and answer any questions you may have. Don’t feel like reading the whole thing? Try asking Synthi!
What is Synthi?
Synthi is our new AI-powered smart assistant that will be your starting point for interactions with Bandwidth Support, all within one chat window. It provides faster service for creating and resolving simple support tickets, and offers a clear path to a human agent for escalation of critical matters.
How does Synthi work?
Your support request will start as a conversation with Synthi. Its primary function is to quickly resolve common inquiries or gather necessary information before routing to a human agent. If Synthi can't resolve your issue, or you prefer a human touch, you can ask to speak to one of our agents. Your chat will then be converted to a ticket and handled by one of our dedicated support representatives.
What are the benefits of Synthi?
Enhanced Process: The introduction of Synthi allows for a simplified support request process. Gone are the days of tedious multi-level ticket request forms and bulky fields to fill in! You can now enter your support details directly into Synthi. From there, Synthi will triage, provide top-level support if applicable, and route your ticket to the appropriate team for a resolution.
No Loss of Support Options: You'll continue to be able to to reach out to our support team. Our human support remains available and accessible.
Intelligent Escalation: Synthi is built to detect when a technical issue requires human attention and will escalate those requests appropriately. This reduces the need for lengthy ticket forms and helps ensure that complex issues are handled by our experienced support team.
Faster Responses: By utilizing Synthi, you can expect quicker answers to common questions, allowing you to resolve issues more efficiently. Support tickets will also be routed automatically to the correct initial team, reducing time to respond and time to resolve.
Where can I find Synthi?
You can find Synthi in the tab labeled Support on the right-hand side of the Bandwidth App or the chat bubble in the lower-right corner of our Help Center. To get the best experience on or after December 3, please use Synthi for all new support requests.
Do I need a new login to chat with Synthi?
No separate login is needed! You can simply authenticate using your Bandwidth App credentials. If you’re not a Bandwidth App user, you can chat with Synthi and then provide your name/email in the chat; we will send you a one-time password to verify your email address.
Do I need to start a new conversation each time, or can I continue the previous one?
While Synthi can support long-running conversations, we suggest starting a new one for each interaction, issue, or question. This will keep context clear and distinct for the specific discussion you’re having, and make it easier for Synthi to select the correct support team.
How is my data being protected?
Bandwidth takes the responsibility to protect all data very seriously. Simply put: no customer data or information is shared with our AI platform vendor to train their AI models.
Can I still open tickets?
Yes, you'll be able open new tickets through the chat window in the Bandwidth App in the Help Center. Simply open Synthi, click "Messages" > "Ask a question" > "I need to open a ticket" to get started.
Do I need a new login for the Help Center?
No, your Bandwidth App credentials are also your Help Center credentials.
How do I view my tickets? Can I see my company's tickets that were not created by me?
You'll be able view and manage your current and past tickets through the chat window in the Bandwidth App or the Help Center, as well as view your company's tickets in the new Tickets Portal.
To access the Tickets Portal, you’ll need to first be logged in to the Bandwidth App. Once logged in, navigate to the Help Center to find your Tickets Portal and you can filter by several options (including date and creator) to find specific tickets.
How will I receive updates on my tickets?
It depends on how you started the conversation and whether you’re currently active in the chat window. We use smart notifications to prevent cluttering your inbox.
If you email us: You'll always receive replies via email immediately.
If you use the Support Portal (chat window):
If you're online and view our reply within 3 minutes, you'll see it in the chat window only (no email).
If you're offline or don't view our reply within 3 minutes, we'll automatically email the reply to you.
Note: You'll always receive a separate email notification when the status of your ticket changes (e.g., Open to Solved), regardless of your activity.
Can I view old tickets? Will my open tickets be lost?
Your open tickets will be migrated to our new platform and our support teams will meet you there! To reference closed or solved tickets, please use the ticket email you received while your ticket was active.
Will there be changes to SLA commitments during the migration?
While we anticipate meeting all SLA commitments and are taking steps to minimize the impact, there may be some potential support disruptions during the migration. However, our 24x7x365 Technical Support Group will still be available via our support number.
Will the new experience be available on the Legacy Global Portal?
The new experience applies only to Bandwidth App users, so if you use Bandwidth’s Legacy Global Portal, your support experience won’t change at this time. If you use both services, you'll continue to have separate support experiences.