Help Center Account Walkthrough

There are several benefits to creating a Help Center account. Communicating with our Customer Success team via your Help Center account helps to keep your information and support history organized and in turn, helps our team serve you faster.

Within your Help Center account you can:

• View and track your entire support history.
• Manage support requests submitted by other members of your organization.
• Respond and add information to active requests.
• Create follow-ups to closed requests.
• View a library of saved articles.

If you have reached out to our Customer Success team in the past either through the submission form, email, or chat, a Help Center account is automatically created for you using the email address associated with your request.

Note: If a new ticket is submitted with an email not related to your previous support requests, a new account is created without your store information and previous support history attached.

Account setup

In order to view your support requests in the Help Center, you will need to set up an account. To do this, please follow the steps below.

1. Click the Sign in button in the top right corner of our Help Center.
2. Select one of the following options:
   • Sign up - If you’ve never reached out to our Customer Success team in the past, you will need to sign up for a new account. Select Sign up and follow the prompts to create your account.

     

   • Get a password - If you have reached out to our Customer Success team in the past either through the submission form, email, or chat, an account is automatically created for you using the email address associated with your request. You can access your account by creating a password. Select Get a password and follow the prompts.

     

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.

View and manage support requests

After you have activated your account and logged into the Help Center, you can view and manage your support history.

All of your past and present support tickets can be viewed by selecting the account icon in the top right-hand corner of the Help Center, and then selecting Requests from the menu.

Select the ticket title under Subject to view an individual support ticket.

Filter your view

By default, your tickets are sorted by latest activity. Select the arrow next to Last activity to change your view from most recent to oldest requests first.

Select the dropdown menu under Status to filter your view by Any, Open, Awaiting your reply, or Solved.

If a different member of your team submitted a ticket with your account email CC'd on it, you can view it within your Help Center account. Select Requests I'm CC'd on.

Organization requests

You can manage support requests submitted by other members of your organization. If you're an agency or technology partner, or a brand with a need to manage support requests across the organization, you can submit a support request to our team to give your profile the needed permissions to manage ticket activity across your organization.

In your support request, please include the following information:

• Organization name
• Domains in your organization (@example.com, @example2.co, etc.)
• Which users in the organization should have access (all or specific users)

To view all support requests made by your organization, click the Organization requests tab.

Replying to support requests

Active tickets can have a status of Open, Awaiting your reply, or Solved.

Solved tickets are still active, unless more than five days have passed without a response from you. When this happens, the ticket is automatically closed. In this case, you can create a follow-up.

Reply to an active ticket

To respond to an active ticket, select one of the tickets with an active status under the Subject column.

Enter your response and select Submit. You can also attach files such as screenshots or a video recording.

Reply 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, however, you can create a follow-up which will link your past requests to your follow-up request.

To do this, please follow the steps below.

• From the My requests page, select a closed ticket from the Subject column.
• Click create a follow-up.

  

• Select Create a request.

  

• Enter your information.
• Click Submit.

View saved articles

You can create a library of useful articles on our Help Center by selecting the Follow button near the top right-hand side of an article.

To view the saved articles, click on your account icon and select Activities.

Click on the Following tab.