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.
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