- Track your tickets
- Submit a support ticket
- Ticket fields explained
- Ticket status: How your requests are processed
- Conversation in your ticket
- Resolve your ticket
WHAT IS MAGENTO HELP CENTER?
Welcome to Magento Help Center! We are here to help solving your Magento issues, and we are doing the best we can.
LOG IN TO HELP CENTER
Click Log in in the upper-right corner.
Use your Magento Account info to log in. For more information, see Your Magento Account (Magento User Guide).
Logging in allows you to work with support tickets. You can access all articles in the Magento Knowledge Base without logging in.
When you access the Help Center, you first get to the Magento Knowledge Base.
Knowledge Base is a collection of articles based on the support tickets that Magento Users submit. Every Knowledge Base article covers a real-life issue or question, experienced by our Customers and Partners.
Search for articles
- In the Search field, start entering the keywords that an article should have.
For example, Redis, error, configuration management, etc.
- The top article suggestions are displayed below the Search field.
- Select an article from the list and click it.
- If you want the results of your search to be displayed on a new page:
- Do not select an article from the suggestion list
- After typing your search query, press Enter on your keyboard.
The search is not limited to the article title but also includes the article text; the most relevant matches are displayed first.
You can find the Search field on any page of the Knowledge Base. However, the suggestions are only displayed if you search from the Help Center's start page.
Navigate articles using Categories
All articles in the Knowledge Base are grouped into Categories. They are:
- Troubleshooting: articles that show how to solve a particular issue.
For example, if you cannot perform an operation because of an error message, this is where you might find the solution.
- How to: articles with detailed steps on how to perform a particular operation.
- FAQ: answers to the most common, frequently asked questions.
To find articles through navigating the categories, follow these steps:
- On the Help Center starting page, select an article category and click it.
- The list of all articles in that category is displayed. Browse through the articles, find the one you need, then click it.
You may help us improve our articles let us know your opinion. At the bottom of every article, click Yes or No to answer the question Was this article helpful?
Please vote, your opinion matters!
Magento Ticketing System allows working with support tickets to address the particular issues you are experiencing while working with Magento — both Magento Commerce and Magento Commerce (Cloud).
Track your tickets
Your tickets are those that you:
- have submitted personally
- have been added to as a watcher through a CC (carbon copy)
View your tickets
To list all your tickets, click your profile menu (upper-right corner) on the Help Center start page and select My tickets.
To switch between your tickets and the tickets you have been CC'd on, click the corresponding tab:
- My tickets
- Tickets I'm CC'd on
- Organization tickets (available if your account is associated with several organizations)
To sort tickets, click Created or Last Activity column headers.
Search for tickets
To find tickets, type your search query in the Search tickets field and press Enter on your keyboard. Select a status for additional filtering.
Follow organization tickets
You may follow the support tickets submitted by the members of your organization.
When you follow your organization tickets, you:
- may view tickets within the Organization tickets tab
- receive email notifications when the new tickets are submitted, or the existing tickets are changed
To follow/unfollow tickets for an organization:
- Go to My tickets > Organization tickets tab.
- Select an organization in the menu and click Follow/Unfollow.
Submit a support ticket
To submit a new ticket, follow these steps:
- Click Submit a ticket in the upper-right corner of the Help Center start page.
- Fill in the fields.
- Click Submit.
The fields, marked with a red asterisk (*), are required and must be filled in. If you miss any of those fields, you will not be able to submit your ticket.
See Ticket fields explained below for more detailed information.
Ticket fields explained
When you submit a support ticket, you must fill in the fields to provide information. This section lists the fields, explains them, and gives recommendations on filling them effectively.
Emails of the persons whom you want to follow your ticket (for example, email@example.com).
You may add emails of the persons who do not have a Magento or a Zendesk account; these persons are still able to contribute to the conversation in your ticket.
To add several emails to CC:
- Enter the email.
- Press Space on your keyboard to save the entered email. The email appears in a grey frame.
- Start typing the next email.
- Save all other emails by pressing Space.
To delete emails from CC: click x in a framed email.
The organization you would like your ticket to be associated with — in case you work with several organizations.
This field appears when your account is associated with more than one organization.
A short overview of your problem (for example, Error 404 on all pages).
Suggested articles: when you start writing the subject, you see a list of Knowledge Base articles that might be related to your problem; they are being offered to you basing on the keywords you are typing in. Click the article in the list to open it in the Knowledge Base.
Recommendation: Please carefully consider the proposed articles, they might contain the solution you are expecting to receive from the Magento Support Team.
An in-depth overview of your problem with as many details as you find reasonably possible.
Do not mention the steps to reproduce your problem in this field; specify them in the Steps to Reproduce field below.
The type of Magento you are working with: Magento Commerce (Cloud) or Magento Commerce (On Premises).
The type of problem you are experiencing.
- Access Issues
- Billing / Sales
- Infrastructure Configuration Change
- Application Configuration Change
- General Question / How to
- Report an Outage
- Report a bug
Your estimation of the impact and the urgency of your problem. The detailed explanation of priorities and Magento Support's response time is documented in the Magento Commerce Service-Level Agreement document.
A short guide to priorities in below; a priority should be applied when your site:
- P1 — cannot operate or process orders
- P2 — is experiencing severe failures, but is still able to minimally function
- P3 — is unable to perform only certain non-critical functions
- P4 — faces other non-critical problems
Type of environment on which you face the problem:
Read more about Magento Commerce (Cloud) environments in the Pro architecture article on DevDocs.
Your Magento version. All available versions are listed in a menu that opens when you click the field.
To find the version of your Magento Commerce (Cloud), scroll down your Project Web Interface page and check the lower-left corner.
Partner name (Merchant name)
For Partners: Merchant Name is the name of your Customer.
The person who works on the problem on your side. Select Me if you are going to continue the conversation in this ticket.
Best contact method
How the Magento Support Team contacts the person who works on the problem on your side — via Email or Phone.
Closest Time Zone to Business Hours
From which time zone should a Magento Support Engineer contact you to catch up with your working hours:
- PST (Pacific Standard Time)
- CST (Central Standard Time)
- EEST (Eastern European Summer Time)
Best Contact Phone
Phone number of the person who works on the problem on your side. Although any format is suitable, make sure you provide the complete international extension for your number.
Best Contact Email
Email of the person to work on the problem on your side.
Steps to reproduce
Exact step-by-step instructions to reproduce your problem, including:
- Steps to replicate
- Expected result
- Actual result
Recommendation: Assume that you are writing these steps for someone who knows nothing about Magento:
- mention every step, even if it seems simple and obvious
- do not rely on the assumption that your reader knows what you mean
Write in simple language, with short sentences. Use bullet points, numbered lists, and text formatting to make your instructions clear.
Link to the environment where the Magento Support Team would be able to see your problem. Make sure to start the URL with `http://` or `https://`.
Link to your Project Web Interface (Magento Commerce (Cloud) only)
Logs, screenshots, video recordings, or any other media that may better illustrate your problem.
Ticket status: How your tickets are processed
Your ticket may have either of these three statuses.
Your ticket is not solved and is being processed by the Magento Support Team.
When you have provided all the info that is expected from you at a particular step in the conversation, and the next step needs to be taken by Magento Support — your ticket has the Open status.
2. Awaiting for your reply
Magento Support is expecting info from you.
In your reply, you may specify additional technical details of your issue, provide escalation details, or state if the solution, offered by Magento Support, has proved helpful for your issue.
Make sure you provide your replies soon since Magento Support cannot proceed with processing your ticket while it is in the Awaiting for your reply status.
Magento Support has provided a solution for your issue, and you have agreed it has been helpful.
It is you who marks the ticket as Solved. If the fixed issue occurs again, you may reopen the ticket, setting its status to back to Open.
Conversation in your ticket
Conversation in your ticket unites all comments written by you or the Magento Support Team. Comments are displayed from latest (on top) to earliest (bottom).
To add a comment to the conversation, follow these steps:
- Scroll to the bottom of your ticket.
- Click the Add to conversation field to start writing.
- To add a person to your comment, specify the email in the CC field of the comment field.
- Once you are through with your comment, click Submit.
Resolve your ticket
To resolve your ticket, click Mark as solved at the bottom of your ticket.