Contacting Support

Step 1: Support Ticket System (Recommended)

• Primary method: Create a support ticket

• Go to Support → Inbox

• Click "Create Ticket"

• Fill in ticket details

• Submit ticket

• Wait for response

• Respond to support messages

Step 2: Support Dashboard

• Access support dashboard:

• Go to Support from sidebar

• View support overview

• See ticket statistics

• Monitor support activity

Step 3: In-App Support

• Use support features in app:

• Support inbox

• Ticket creation

• Live chat (if available)

• Help guide access

Step 4: Email Support

• Send email to support:

• Use support email address

• Include account details

• Describe issue clearly

• Attach screenshots if needed

• Wait for email response

Step 5: Support PIN

• Find your Support PIN:

• Go to Settings → Security

• View Support PIN section

• Copy your PIN

• Use Support PIN:

• Include in support requests

• Helps verify your account

• Speeds up support process

Step 6: Preparing for Support Contact

• Before contacting support:

• Gather relevant information

• Note error messages

• Take screenshots

• Document steps to reproduce

• Check help guide first

• Note your account details

Step 7: What to Include in Support Request

• Account Information:

• Store name

• Account email

• Support PIN (if needed)

• Issue Details:

• Clear description

• When it started

• Steps to reproduce

• Expected vs actual behavior

• Additional Information:

• Screenshots

• Error messages

• Related order/contact IDs

• Browser/device information

Step 8: Response Times

• Support response times vary:

• Priority level affects response time

• High priority: Faster response

• Standard: Normal response time

• Complex issues may take longer

• Be patient:

• Support team reviews all tickets

• Complex issues need investigation

• Support will respond as soon as possible

Step 9: Following Up

• If no response:

• Wait reasonable time

• Check ticket status

• Add follow-up message

• Don't create duplicate tickets

• If issue persists:

• Provide additional information

• Respond to support questions

• Work with support team

Step 10: Support Best Practices

• Be clear and concise

• Provide complete information

• Be respectful and patient

• Follow support instructions

• Respond promptly

• Mark tickets as resolved when fixed

Contacting Support Tips

• Use support tickets for tracking

• Include all relevant information

• Be patient for responses

• Follow up appropriately

• Use help guide first

• Keep support PIN handy

• Document issues clearly