How to Contact Support

A guide to contacting Webscale 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:

Support portal login page

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.

Support portal user creation page

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.

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.

Support portal login page

Access Knowledgebase articles, documentation, and guides from the Solutions tab.

Support portal 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.

Support portal tickets tab

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.

Support portal create a ticket

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.

Support portal view a 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.

Support portal add another user to the ticket

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.


Last modified April 24, 2020