Submit Detailed Tickets
To facilitate efficient troubleshooting and resolution, please provide the following information when submitting a support ticket:
- Clear Titles/Subjects: Use descriptive titles or email subjects that summarize the issue.
- If your entire site is down: Please include "Site Down" in the ticket subject line. Site Down notifications get immediate attention regardless of the day, time, or any other work in our queue for any of our clients. This would includes an online store section of your site is down and no customer anywhere is able to place an order and/or no member of your team is able to access orders on the website.
- Comprehensive Screenshots: Include full-screen images rather than cropped views to give us complete context.
- Relevant URLs: Specify the exact web addresses where the issues occur and/or include the steps you took that triggered the issue.
- Error Messages: Copy and paste any error messages you are receiving.
- Attachments: Make sure attachments are less than 100MB and that any attachments have a unique filename.
- Our support ticket system can accept attachments in the follow file types: zip, jpg, png, pdf, xlsx, docx, txt, jpeg, csv, doc, xml
- Order Numbers: If applicable, provide order numbers related to online store issues.
This detailed information enables our team to diagnose and address your concerns swiftly.
Submit One Issue Per Ticket
When submitting a support ticket, it’s essential to focus on one issue per ticket. This approach allows our team to address your concerns more effectively and ensures faster resolution.
- Focused Attention: Each ticket is assigned to the right specialist, ensuring your issue is handled by someone with the expertise to resolve it quickly.
- Streamlined Communication: Keeping tickets focused prevents confusion and makes it easier to track the progress of your request.
- Faster Resolutions: Isolated issues can be resolved more efficiently without being delayed by unrelated concerns.
- Clear Documentation: Our system organizes each ticket by issue, helping us maintain accurate records for future reference.
When multiple issues are grouped into a single ticket, our team reserves the right to break those issues out into separate tickets.