This article will describe how you can contact support to submit a Support request. Submitting a Support request can be done when direct Support contact is part of your Service Level Agreement.
Contact Support & Support Channels
Depending on your Service Level there are different ways to contact Sympa Support;
- Submitting a ticket in the Customer Portal
- Chatting and submitting a ticket thru the Chat bot in the Knowledge base
- Ordering a billable task from our Professional Service team, eg. data imports and configuration changes by submitting a order form
- Calling our Support agents
Note! You might not have access to all above mentioned Support Channels.
If you would like to upgrade your Service Level, please reach out to us by submitting a ticket and we'll get back to you!
Submit a Support request / ticket
Submitting a new request
When submitting a new request you need to use one of the following Support Channels available for your Service Level;
- Submitting a ticket in the Customer Portal
- Chatting and submitting a ticket thru the Chat bot in the Knowledge base
- Ordering a billable task from our Professional Service team, eg. data imports and configuration changes by submitting a order form
- Calling our Support agents
Replying to a an existing request
When replying to an existing ticket that you have already submitted thru one of the above Support Channels you can either;
- Reply to it thru the Customer Portal
- Give your reply directly by mail
Following your requests and their status
You can follow the handling and status of your submitted requests when viewing them in the Customer Portal
When your ticket status is updated by our Support team or in process within any other Sympa team, we will let you know. From submission to resolution you will always be up to date on how we are working on your request.