Creating the perfect ticket

Since you've opened this article, it means that you faced some issues with our application, and you've looked through our Help Center articles carefully, or maybe you have an idea of how to improve our app. Before sending an email request to us, please try to follow this guide to create a perfect ticket. 

We are always ready to help our clients and happy to deliver them the fastest reply. Unfortunately, sometimes we're unable to provide a quick solution. The difficulty happens when the ticket doesn't fully describe the issue you're experiencing. We feel your frustration, but at the same time, we would like to get detailed information.

Writing a clear and detailed support ticket speeds up the examining process. It saves us a lot of time in going back and forth, and as a result, we can help you be on your way to reaching your goals.

The steps that make your ticket effective:

1. Don't panic.

2. Describe your request in detail by adding screenshots of the issue.

3. Provide us with step-by-step instructions on reproducing the issue.

4. Give us your permission to make changes to your store in the frame of examining.

5. Grant us valid access to your store and the app.

Don't panic

Before you start writing a support ticket, try to stay calm. You may find this piece of advice silly, but remaining calm helps you explain your issue efficiently. When you do, it also allows us to solve the problem as fast as possible.

Describe the issue in detail

When contacting our support team, you usually have a specific request and its end goal in mind. The best way is to tell us what you wanted to accomplish before the issue happened. Try to describe the case in as many details as possible. Make it simple, so anyone can understand what's wrong and what bothers you. 

Tip: The more details in your support ticket, the better we can help.

To get your request fully clear, we would highly appreciate it if you attached the screenshots or screen recordings with reproducing the issue. They will help us troubleshoot the problem. 

Explain how to reproduce the issue

Before we can start fixing the issue, we need to reproduce it first. The examination will lead us to find the reason for the problem and its solution. Therefore, please describe the request step-by-step to proceed with solving it faster.

Confirm that we can make changes to store data

Sometimes we may need to make changes to the app files in your store to fix the issue. If that happens, having your confirmation from the start, we will resolve the matter faster.

Grant us valid access to your store and the app

If you would like us to fix the issue in your store, it's apparent that we will need access to it. Providing access via partners.shopify.com and your request will save a lot of time, and we could then start working on the issue immediately.

Once you're ready to contact us, please follow the guide on Creating ticket via Help Center.