We’ve upgraded Numeral’s support system to improve visibility, speed, and accuracy across all incoming requests. The biggest change is a more structured ticketing system that helps us route work faster and gives you clearer tracking—but the experience differs slightly depending on how you contact us (chat widget vs. email).
This article breaks down what’s new, what stays the same, and what to expect from each entry point.
What’s New Overall
Across both chat and email, we’ve improved how tickets are created, categorized, and tracked:
Better visibility into all open and resolved tickets
Faster routing to the right internal team
Improved detection of urgent or time-sensitive issues
Clearer communication and ticket IDs in every update
How You Submit Requests (Two Entry Points)
💬 Chat Widget (Recommended)
The chat widget inside your Numeral dashboard is now the primary and most structured way to submit support requests.
When you use the widget:
The system confirms your account automatically (important for multi-entity customers)
You’ll provide a 1–2 sentence summary
Based on that input, the system will:
Suggest the correct ticket type/form
Guide you through a short structured intake flow
Capture key details upfront for faster resolution
Your request is automatically routed to the correct team
Why this matters:
This is the only entry point where structured intake forms and suggested ticket types are generated.
Typical response time:
~1 business hour (9am–5pm CST, Mon–Fri)
Up to 2 hours during peak volume or next business morning after hours
📧 Email (Still Supported, Less Structured)
You can still contact us via email at help@numeralhq.com.
When you email us:
Your message is automatically converted into a ticket
Routing is based on the content of your email
No intake form or structured ticket suggestion is generated
We rely entirely on the clarity and detail in your message
To help us process emails quickly, please include:
2–3 sentences describing the issue
Relevant state, period, or account context
Any notices, deadlines, or IDs
Attachments or screenshots (with context)
Typical response time:
~1 business hour (9am–5pm CST, Mon–Fri)
May extend slightly during peak volume or after-hours submissions
⚠️ Common Causes of Delays
To keep things moving quickly, please avoid:
Sending forwarded emails without explanation
Submitting emails with no context in the body
Using unrecognized or unauthorized email addresses
These cases require manual review before routing.
⚠️ Secure Communication Reminder – For account security:
Use an authorized email address, or
Submit requests through the chat widget in your dashboard
Messages from unrecognized contacts may require additional verification.
What’s New in Ticket Handling (All Channels)
Smarter routing | Our system now reads your message content to identify:
This helps route tickets to the right specialist faster. |
Improved urgency detection | High-priority signals (like state deadlines or compliance notices) are automatically flagged so we can prioritize appropriately. |
Centralized ticket visibility | You can now view all tickets in one place:
|
Better follow-up options | You can continue any conversation or follow up on a specific ticket by:
Both stay synced to the same ticket. |
Clearer email tracking | Every support email response now includes:
|
What’s Not Changing
Your support team remains the same
Your CSM (if you have one) is still your strategic point of contact
Our core services (filings, registrations, payments, notices) remain unchanged
Our commitment to fast, accurate support remains the same
How to Create or Follow Up on a Ticket
Create new ticket via the widget (recommended) |
Note: Don’t overthink classification—use the suggested ticket form. Our system uses message content to ensure correct routing, and admin review validates classification accuracy on the backend. |
Create new ticket via email |
Your email will automatically convert into a support ticket. |
Follow up on an existing ticket | Reply directly to your existing support email thread, or:
This ensures your request stays linked to the correct case and is handled faster. |
Best Practice: Choosing Your Primary Contact
During onboarding, you’ll be asked to set a primary contact email for your account. This address plays an important role in how your team receives updates from Numeral.
That email will receive a mix of communications, including:
Action-required notifications
Account updates and alerts
System maintenance notices
Best-practice guidance and recommendations
Occasional jurisdiction-specific updates or filing-related requests from our Operations team
Because of this, we strongly recommend using a shared team inbox rather than an individual employee’s email address.
A shared inbox helps ensure:
Continuity if team members change roles or leave the organization
Broader visibility across your finance, compliance, or operations teams
Reduced risk of missed or siloed communications
It also gives your team flexibility to set up internal workflows—such as routing rules, alerts, or automated forwarding based on subject lines or message types—so the right people always see the right updates at the right time.
Share Your Feedback
We value your feedback and use it directly to improve both our support experience and internal systems.
CSAT (after ticket resolution)
After a support ticket is closed or marked resolved, you’ll receive a short CSAT survey. This may appear directly in the chat widget and/or be sent via email.
The CSAT survey is the primary way to share feedback on your support experience, including:
Quality and clarity of the resolution
Response time and communication
Overall experience working with our team
All CSAT responses are reviewed by CX leadership and are taken seriously. They are actively used to identify trends, improve processes, and drive ongoing system and team improvements across Support and Operations.