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Creating a support ticket

Sara
Updated

The best way to get in touch with us is to utilize our support ticket system. 

This will allow you to: 

Create a new support request

Manage existing support requests

Create a new support request

Step 1

Access the help center.  There are 3 ways to do this from the Mago dashboard.

  1. The "Help" dropdown on the main navigation menu (New Ticket)
  2. The "Help" widget (desktop only)
  3. The "Profile" dropdown (select "Support")

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Our favorite way to create and manage support tickets is using the "Help" dropdown on the main navigation menu.

Select "New Ticket." 

Step 2

Fill out the form

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  1. You should be logged in automatically.  If you're not, take a moment to sign in using your Mago credentials.  This ensures that your request is linked to your Mago account so we know who we're talking to, and so your ticket will be accessible from within Mago in case you want to refer to it later.
  2. Subject.  Use this to give us an idea of what is going on.  As you type, our Help Center will try to match you with any articles we already have that might be useful.  
  3. Description.  This is where you tell us all about it!  Be as specific as possible.  Quite a bit of back and forth can be avoided if you provide a high level of detail at this step.  Relevant template names, contact names, email addresses (yours and the contact's), what browser you're using, etc - the more clues we have to start out with, the quicker we can get you sorted out.
  4. Attachments.  Sometimes a picture really is worth 1000 words.  Got a screenshot or a screen recording?  AWESOME!  Put it here.
  5. Submit.  Boom!

Managing existing requests

Once you've submitted your support ticket, you'll get an email to confirm.  You'll get another email when your ticket is updated.  One way to manage your request is simply via the email thread.  You can reply to that email to participate in the conversation, and that works pretty well for most people.

Another way to access your support tickets is from right inside Mago

Click "Help" then "Support Tickets"

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You'll be directed to your requests page.  Make sure you're logged in and change the status dropdown on the right to "Any"

From here you can view and manage your current and past support tickets.

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This is great for folks who prefer not to use the email relay, or if you've deleted your emails about your request and want to refer back to it later.

 

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