When a support request has been submitted to our Merchant Success team, a ticket is created which can then be viewed directly within our Help Center by logging into your Help Center account.
There are several benefits to creating a Help Center account. You can:
- View and track your entire ticket history in one place.
- Easily respond and add information to active tickets.
- Create follow-ups to closed tickets.
- View all your saved articles in one place.
Communicating with our Merchant Success via your Help Center account helps to keep your support tickets organized, and in turn, helps with response time. If a ticket is submitted from an outside source such as a new email, a new ticket is created without your store information and support history attached.
This article will provide more information on creating your account, viewing your saved articles and tickets, and detail the steps needed to reply to our Merchant Success team from within your account.
In order to view active or closed tickets in the Help Center, you will need to set up an account.
To set up your account, please select the Sign In button on the top right corner of our Help Center.
After selecting the option to sign in, you will have the following choices:
- Sign in to an existing account.
- New to Bold Commerce? Sign up.
- Have you emailed us? Get a password.
If you’ve never reached out to our Merchant Success team in the past, you will need to sign up for a new account. Select Sign up.
If you have reached out to our Merchant Success team in the past, either through email, form, or chat, an account has already been created for you with the email address associated with your request. You can access your account by creating a password. Select Get a Password.
If you are having issues creating an account within the Help Center, it is possible that an account already exists with the credentials that you are trying to use. You can recover your account by using the Forgot my password link.
After you have activated your account and have successfully logged into the Help Center, you will be able to view and manage your ticket requests in one place.
All tickets can be viewed by selecting the account icon, then My tickets near the top right corner of the Help Center.
Within My tickets, you can view the history and status of your all your past and present support tickets:
Select the ticket title under Subject to view the ticket history.
Sort your View
Your tickets will be sorted by Last Activity. You can select the arrow to sort your view by most recent, or oldest requests first.
You can also filter your view of your tickets by status. Select the field under Status to filter your view by open, awaiting your reply, or solved.
If a different member of your team submitted a ticket, you can view it within the Help Center if your account email was CC'd on the email. To view this, select the option for Requests I'm CC'd on.
Active tickets can have a status of open, awaiting your reply, or solved.
Solved tickets are still active unless an extended amount of time passed without a response from you. When this happens, the ticket is automatically closed. In this case, you can create a follow-up from right within your Help Center account.
Replying to an Active Ticket
To respond to an active ticket, select one of the ticket names below the Subject column.
A new response can be submitted by writing inside the text field and then by selecting Submit. You can also attach files such as a screenshot or video recording to provide more information to our Merchant Success team.
Replying to a Closed Ticket
If it has been over 5 days since your last response to our team, your ticket is automatically marked as closed.
In this case, you will see the message: This request is closed for comments. You can create a follow-up.
Select create a follow-up. You with then be directed to he Contact Us page. Select Create support request.
The new follow-up ticket will automatically be populated with the ticket number of the previous request, as well as your store information. This makes it easy to track the history of communication both for you, and our Merchant Success team.
You can save any article on our Help Center to your account by selecting the Follow button near the top right on the article.
Articles you have followed on the Help Center will be conveniently stored in your Support Dashboard under Saved Articles.
This allows you build a library of articles that have been helpful to you in the past for quick and easy access should you need them again.