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Support Configuration

Support Configuration

Challenge allows you to configure custom support contact information that appears on error pages, helping users get assistance when verification fails.

Overview

When a challenge fails or encounters an error, users see an error page with support contact information. You can configure:

  • Support email address
  • Support phone number
  • Slack channel or link
  • Ticketing portal URL

Configuration

1. Access Support Settings

  1. Log in to the Challenge admin console at challenge.veraproof.io
  2. Navigate to Settings → Support Configuration
  3. You must have Owner or Admin privileges to configure support settings

2. Configure Support Contacts

Enter the following information (all fields are optional):

Support Email:

  • Email address for support inquiries
  • Will be displayed as a mailto: link on error pages

Support Phone:

  • Phone number for support
  • Will be displayed as a tel: link on error pages

Slack Channel:

  • Slack channel name (e.g., #support) or full Slack channel URL
  • If a URL is provided, it will be displayed as a clickable link
  • If just a channel name, it will be displayed as text

Ticketing Portal:

  • URL to your support ticketing portal
  • Will be displayed as a “Open Support Portal” link

3. Save Configuration

Click Save Configuration to apply your changes. The support information will immediately appear on all error pages for challenges in your tenant.

How It Appears

Support contact information appears in a dedicated section on error pages:

Contact Support


Email: support@example.com
Phone: +1 (555) 123-4567
Slack: #support
Ticketing Portal: Open Support Portal

Only configured fields are displayed. If no support configuration is set, the error page will show a generic message asking users to contact support.

Use Cases

  • Enterprise Support: Display your organization’s IT support contact information
  • Dedicated Support Channel: Link to a Slack channel for real-time support
  • Ticketing System: Direct users to your ITSM or help desk portal
  • Multi-Channel Support: Provide multiple ways for users to get help

Best Practices

  • Keep Information Current: Update support contacts when they change
  • Use Multiple Channels: Provide email, phone, and Slack for different user preferences
  • Test Error Pages: Verify support information appears correctly by triggering a test error
  • Monitor Support Channels: Ensure configured channels are actively monitored

Troubleshooting

Support Information Not Appearing

  • Verify you have Owner or Admin privileges
  • Check that at least one support field is configured
  • Clear browser cache and test again
  • For email: Ensure the email address is valid
  • For phone: Use standard phone number format (e.g., +1 (555) 123-4567)
  • For Slack: Use full URL format (e.g., https://workspace.slack.com/archives/C1234567890) for clickable links
  • For ticketing portal: Ensure the URL is publicly accessible

Support

For issues or questions about support configuration, contact support@veraproof.io.