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Welcome to the Structured Support Portal!

How to Submit a Support Request to the Structured Support Team

Krista Staples
  • Updated
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mainicon.png Overview

This guide will help you submit support requests to the Structured Support Team efficiently. 

Whether you're experiencing technical issues, need help with a feature, or have questions about your account, our support portal is your primary resource for assistance.

We look forward to assisting you!
 


mainicon.png How to Submit a Support Request

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Step 1: Search for Existing Solutions First

Before submitting a new ticket, search the knowledge base to see if your question has already been answered:

  1. Use the Search Bar at the top of the portal
  2. Enter keywords related to your issue
  3. Review the suggested articles that appear
  4. Click on relevant articles to read the full solution


Why search first?

  • Get immediate answers without waiting for a response
  • Access step-by-step guides and tutorials
  • Find troubleshooting tips for common issues


Step 2: Submit a New Support Ticket

If you can't find a solution in the knowledge base:

  1. Click the "Submit a Request" button
  2. You'll be taken to the support ticket form dropdown


Step 3: Complete the Support Ticket Form

Fill out all required fields with detailed information:

Required Fields:

1. Request Type / Category

2. Subject Line

3. Description


What happened:

  • Describe the problem you're experiencing
  • When did it start happening?
  • Is it consistent or intermittent?

What you were trying to do:

  • Explain the task you were attempting
  • What is your expected outcome?

Steps to reproduce:

  • List the exact steps that lead to the issue
  • This helps support agents replicate and diagnose the problem

Error messages:

  • Copy and paste any error messages exactly as they appear
  • Include error codes if visible

Environment details:

  • Which browser are you using? (Chrome, Firefox, Safari, Edge)
  • What device? (Desktop, laptop, mobile)
  • Operating system? (Windows, Mac, iOS, Android)
     

4. Attachments (Optional but Helpful)

  • Click "Add file" or drag and drop files
  • Attach screenshots showing the issue
  • Include any relevant documents or error logs
  • Supported formats: PNG, JPG, PDF, TXT, CSV
  • Maximum file size: 20MB per file


Step 4: Submit Your Request

  1. Review all the information you've entered
  2. Ensure you've provided enough detail for the support team to understand your issue
  3. Click the "Submit" button at the bottom of the form
  4. You'll see a confirmation message stating your request was successfully submitted.


Step 5: Confirmation Email

Within a few minutes, you'll receive an automated email confirmation containing:

  • Your unique ticket number (e.g., #1234)
  • A summary of your request
  • A link to view your ticket status

Save this email - The ticket number is important for tracking and referencing your request.