Support Incidents
Support incidents are used for site problems, queries about functionality or how-to solutions.
The "My Area" section of the portal will show you all of your current company tickets, both support and change request but you can filter the list down just to support tickets by selecting the "Ecommerce Support" option from the drop-down at the top of the page:
You can also follow this link to a pre-filtered support case report: Ecommerce Support Department
If you would like to understand how to review the details of an individual support case, you can click here.
If you would like to learn more about how our support cases progress through the various statuses, click here.
Related Articles
Reviewing Support Incidents
Tickets You can review the status of all your companies support incidents by going to the My Area page and choosing "Ecommerce Support" from the Department drop down. You'll then see a list of all your support incident tickets: You have options to ...Premier Support Incidents
If you are currently subscribed to our Premier Support package, you are able to raise priority 1* support cases 24*7*365 that our support team will acknowledge and action to bring your site back to working status as soon as possible. * P1 issues are ...Creating a Support Incident
Creating a support incident is possible by going to the My Area section of the portal and clicking the "Add Ticket" button. You'll then be presented with a form to gather details about your issue or query: Subject This should be a summary of the ...Support Incident Statuses
New Case This is where new cases start when they're first reported and will be picked up by our 1st line support contact to assess and progress. Acknowledged Once a case has been reviewed by our 1st line support contact, they'll move the ticket into ...Reviewing an Incident
Clicking into an individual support incident ticket will show you the full details of that ticket. Main Column The main column shows the following information about the ticket: Ticket title Ticket created date Ticket description & reply history Each ...