ChannelEngine: how to contact Support and get help

About this article

This article lists all options for assistance when working with ChannelEngine.

Table of contents

Introduction

Help Center

Customer Portal

• Submit a request
• Track the request status

Phone numbers

FAQs

Introduction

ChannelEngine offers several ways to get help, whether you have a quick question or an issue that needs further investigation. Browse the Help Center for self-service answers, submit requests through the Customer Portal, or call the Support team for urgent matters.

Help Center

ChannelEngine's Help Center is the main source of information for ChannelEngine's customers and partners. It includes marketplace guides and answers to frequently asked questions.

Customer Portal

ChannelEngine's Customer Portal is the dedicated hub through which you can add, access, and keep track of support and feature requests.

Access the Customer Portal through the Help Center.

Submit a request

To submit a request:

1. Log in to the Help Center. If you do not have an account yet, click Sign in. In the Sign in to ChannelEngine dialog box, you can find different options for signing up and getting a password.

2. At the top of the page, click Submit a request.

   

3. On the Submit a request page, choose the form that fits your request.
   • Support request - to reach out for help with issues, errors, setup, or questions.
   • Feature request - to suggest new functionality or improvements to the existing functionality. To learn more about submitting feature requests, check out ChannelEngine: how to submit feature requests.
4. On the next page, enter the required information. It is important that you enter as much information as possible to help the Support team evaluate and prioritize your request.
   • CC (optional) - add an email address to copy a user on the ticket. To add multiple users, use a comma to separate each email address.
   • Tenant account URL - paste the URL of your tenant on ChannelEngine, e.g.: https://[my-store].channelengine.net.
   • Business impact - select the impact of this request on your business from the dropdown.
   • Business impact (optional) - describe the current impact of this issue on your business in more detail.
   • Subject - provide a short title that summarizes your request.
   • Description - describe the issue you are experiencing and how it affects your business. Focus on the problem rather than a suggested solution.
   • Example data (i.e.: OrderID, ReturnID, EAN, SKU) (optional) - provide as much example data as possible to clarify your request, e.g.: Order ID, Return ID, API calls.
   • Attachments (optional) - attach files that clarify your request, e.g.: a screenshot of your ChannelEngine environment.

Track the request status

To view your submitted tickets and their statuses:

1. Click your profile icon in the upper-right corner of any Help Center page and select Requests.

   

2. The page displays all requests that you submitted with the following columns: Subject, ID, Created date, Updated date, Status, and Requester.

   

3. Use the search bar to find a specific request or select it directly from the list to open it.

4. View your request details and check its status.

   NB: you can make all submitted tickets by anyone in your organization visible for all active accounts related to your organization. Reach out to ChannelEngine's Support team to enable this functionality.

Phone numbers

To submit an urgent request, call ChannelEngine's Support team. The team is available during most business hours around the world, from 09:00 in Melbourne until 18:00 in New York and Toronto.

• Asia - +65 6929 8301
• Australia/New Zealand - +61 39917 5586
• Europe - +31 715 288 795
• Middle East - +971 4568 9492
• North America - +1 929 388 0834

Support cases via telephone are treated with the same priority as tickets submitted via the request form.

FAQs

When is calling Support the best option?
When you have an issue that does not require a thorough investigation, or when you want to flag an emergency or a sizable disruption.

When is it easier to fill out the request form?
When you have an issue that requires a thorough investigation, or when you need to submit example data such as SKUs, screenshots, and order numbers.