Creating support ticket - Best practices

Here is a list of guidelines you can follow when creating a support ticket. Following them allows us to provide you with the best support experience in a timely manner.

1. Check our for an existing solution first

• Use the Help Widget integrated in all system pages
• Visit the Knowledge base page to find the workflows, articles, guides etc

2. Make sure to include the relevant information for us to investigate, whenever possible

• Samples of related Product SKUs, Order IDs, or any other affected instances
• Links to a specific page where you experienced the issue
• Detailed steps you followed, so we can replicate it
• Screenshots or videos  showing the issue or behavior

3. Create separate tickets for the different questions or issues. This ensures:

• more organized list of questions, each ticket updated individually
• you can keep track of the status of each open ticket

4. For the API-related questions, please follow the API Troubleshooting guideline

5. If you want to react to a ticket which got closed, write a new reply in the existing one, and it will reopen. It's much better than adding a new one, as all the communication is stored in 1 place. 

More about our support portal: Opening support account Creating a support ticket Remote support