How to Submit a Request

Introduction

This guide will take you through:

• The Four-step process for submitting a request through the Support Portal
• An overview of each use case currently available
• The priority of the issue
• The process for submitting a request by email
• Some request best practices

Submitting a request via the Support Portal

1. Click "Submit a request" box on the main screen, alternatively the "Submit a request" link in the top right of any page of the Support Portal.
   
2. Select the Crownpeak product your request relates to.
3. Select the use case that best describes the request you would like to raise.
4. Complete the web form and click submit.

You will receive an email from us confirming the request was received shortly after submitting it.

Common use cases

Through analysis of tickets logged by the customers of our various products, we have identified a handful of the most common reasons customers get in touch. These are listed below along with a short description indicating the circumstance in which to use it.

• I have encountered a problem with the product -  Something is not working quite as expected.
• I have a question about how to achieve something in the product - Any questions relating to the product(s) you use.
• I need to make a change to the product - You want to make a change to your integration with a specific Crownpeak product.
• I need to, or am having an issue, accessing the product - You or a colleague require access to or am having issues accessing a Crownpeak service. Please select the relevant platform when prompted
• I would like to suggest a product enhancement - Tell us of new functionality you would like to suggest.
• My organization is having a Sale (Fredhopper & XO only) - For our product discovery customers to notify us of an upcoming sale event.
• Other - Rare occasions where none of the above use cases applies. Not to be used for urgent or high-priority issues.

Priority

We have a stand-alone article aimed at explaining how to use priority. It can be read here: Understanding Case Priority

Understanding Ticket Status

We have a stand-alone article aimed at explaining how to use priority. It can be read here: Understanding Ticket Status

Submitting a request by email

To submit a request by email, send a mail to support@crownpeak.com, and we will use the subject and body of the email to determine which of the above use cases apply and route it accordingly.

Any email that we can't match to an existing use case will be marked as "Other" until such time as a member of the Support Team can review it. For this reason WE STRONGLY ADVISE AGAINST USING EMAIL TO LOG URGENT OR HIGHER PRIORITY CASES because we can not guarantee it being picked up with the same urgency as cases logged via the Support Portal.

You will receive an email from us confirming the request was received shortly after submitting it, and the ticket will show in your requests in the Support Portal.

Best Practices

Here are some best practice tips for submitting requests.

• We recommend submitting tickets via the Support Portal whenever possible. The forms associated with each use case ensure we capture all the details necessary to begin work on your request as soon as possible.
• Include as much detail as possible. Feel free to include examples, screenshots or steps to replicate an issue.