How to Contact Support
There are multiple ways to contact Webscale support if you have questions or need help resolving an issue with your Webscale products.
- Normal support requests, such as information or changes to production systems, should be sent to support@webscalenetworks.com.
- Critical requests, such as issues that are impacting your users’ ability to checkout or purchase items through your site, should be sent to critical@webscalenetworks.com.
There is also a support portal. Log in to the support portal to open new tickets or manage existing tickets.
Sign up for the support portal
The first time you visit the support portal you must sign up. When you visit the portal, you see the following page where you can sign up and/or login:
To sign up for a new account, either click the Google button to sign up using your Google account, or click the Sign up with us button. Enter your name and email address, then solve the Captcha.
An email with an activation link will be sent to the address used for signup. Click the link in that email to create a password and complete sign up.
Note:
The password must be entered twice, and must be 8 or more characters with at least one symbol.Access the support portal
Once you’ve created an account and logged in, open new support tickets and check existing ticket status from the Home tab.
Access Knowledgebase articles, documentation, and guides from the Solutions tab.
View existing tickets from the Tickets tab. Here you can view only open/pending tickets, resolved/closed tickets, or all tickets. You can also sort the tickets, and search within tickets for specific terms.
Note:
By default, you can only see tickets that were created by the currently logged-in user. To see all tickets submitted by anyone in your organization, create a new support ticket asking support to enable you to view all tickets.
Create a new ticket
Click + New Support Ticket to open a new ticket. Enter your email address, a descriptive subject line for the ticket, and then describe in more detail the reason you’re opening the ticket. Click +Attach a file to attach a screenshot, log file, or other relevant file.
Update an existing ticket
When a ticket is in process, click the ticket number in the list to update the ticket or read the response from Webscale support.
To update the ticket, type a response in the Click here to reply to this ticket text area. Click +Attach a file to attach a screenshot, log file, or other relevant file. When done, click Reply to reply to the ticket.
Note:
All ticket responses are also sent to the email address you used when you created the ticket. You can also reply to these emails to update the ticket.Add a user to the ticket
If another user in your organization should be sent a copy of the ticket, click the avatar icon button and enter the user’s email address.
Resolve a ticket
If your issue has been resolved, you can choose to mark the ticket as resolved. Once a ticket is resolved, you can choose a satisfaction rating. You can reply to a resolved ticket to re-open the ticket.
Further Reading
Have questions not answered here? Please Contact Support to get more help.
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