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!
How to Submit a Support Request
Support Request Types Available in the Portal
- Support General Inquiry Request
- Product Enhancement / New Feature Request
- Professional Services Request
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:
- Use the Search Bar at the top of the portal
- Enter keywords related to your issue
- Review the suggested articles that appear
- 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:
- Click the "Submit a Request" button
- 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
- Review all the information you've entered
- Ensure you've provided enough detail for the support team to understand your issue
- Click the "Submit" button at the bottom of the form
- 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.
Getting Help Faster: Pro Tips
1. Provide Context
Instead of: "The send button doesn't work"
Try: "When I click 'Send Campaign' in the Email Builder, I get error code 403. This started after I updated my partner logos. I'm using Chrome on Windows 11."
3. Include Your Environment
Always mention:
- Browser and version
- Operating system
- Device type
- Account/user role
- Time the issue occurred
4. Check for Scheduled Maintenance
Before submitting a ticket about system availability, check for maintenance announcements on the portal homepage.
5. Follow Up If Needed
If you haven't received a response within the expected timeframe, reply to your ticket or contact support through alternate channels listed in the contact information page. We are looking forward to assisting you!
6. Provide Feedback
After your issue is resolved, we would greatly appreciate it if you would take a moment to:
- Rate your support experience
- Leave specific feedback about what was helpful
- We love hearing from you - it makes our day!
This also helps us continuously improve our support quality. We appreciate your feedback!
Best Practices for Effective Support Requests
DO:
✅ Search the knowledge base first - You might find an immediate solution
✅ Provide detailed information - The more context you give, the faster we can help
✅ Include screenshots - A picture is worth a thousand words
✅ Use descriptive subject lines - Help us route your ticket to the right team
✅ Keep one issue per ticket - Multiple unrelated issues should be separate tickets
✅ Update the ticket if the issue changes or is resolved
DON'T:
❌ Submit duplicate tickets - This creates confusion and delays response
❌ Use vague descriptions - "It's broken" doesn't help us understand the problem
❌ Reply to old, closed tickets - Create a new ticket for new issues, this helps us track your tickets better
❌ Include sensitive information (like passwords or credit card numbers in tickets)