Creating support ticket - Best practices

"The right question is 1/2 of the answer".

When creating a support ticket, please follow the guidelines below. This allows us to provide you with the best support.

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. Include the relevant information for us to investigate

• 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
  • We recommend using Loom to add video.

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. When reporting performance-related issues (system slowness/page doesn't open), please include

• Your browser and operating system
• How can the operation be repeated
• The precise URL where the performance penalty is spotted
• We recommend clearing the browwser cache before reporting

6. 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