When you submit a support ticket, you must fill in the fields to provide information. This article lists the fields, explains them, and gives recommendations on filling them correctly and effectively.
Emails of the persons whom you want to follow your ticket (for example, firstname.lastname@example.org).
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 product you are working with:
- Magento Commerce (Cloud)
- Magento Commerce (OnPremise)
- Magento Order Management
- Magento Shipping
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.