Dear Valued Customer,
We appreciate you going through our Help Desk ticketing system and would like to provide you with information about the types of ticket requests we handle.
Change Request: Changes to areas where Searchspring has implemented display such as autocomplete, facets, or any other updates you may need. Changing the color of a button, adding badges, etc.
Issue: Problems while using our product or service, you can create an issue ticket. The sort function isn’t working as expected, broken images, indexing errors, reporting issues, incorrect pricing, etc.
To help expedite troubleshooting, kindly provide the current behavior, and the expected behavior along with instructions for replicating the problem. Any product examples or page links are also helpful.
Please note: If your issue is urgent, where a customer cannot search, show incorrect pricing, or show broken to no images on the PLP, we strongly recommend that you include the word URGENT in the subject line. Doing so will ensure that our dedicated support team is paged right away and can take action to resolve the issue.
Training: How to use our product or service, you can create a training ticket. Our team will provide training materials and resources to help you get up to speed.
Account Management: If you require assistance with managing your account, such as updating billing information or changing account settings, you can create an account management ticket.
We hope this information is helpful to you. If you have any questions or require further assistance, please submit a ticket and our team will be happy to help.
Sincerely,
Searchspring
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