Get help from support

The Support page in your dashboard is where you ask the Seyaq team for help. Each question becomes a ticket: one conversation that you and your team follow from the first message until the problem is solved.

Where to find Support#

Open Support near the bottom of the sidebar, just above Help center. When a ticket has activity you haven't seen, the menu item shows how many. The page lists your account's tickets under two tabs, open and closed, each with its reference, topic, store, who raised it and its status.

Before you raise a ticket#

• Check whether Seyaq is down. Open the System status page. If a notice there covers your problem, our team is already working on it and you don't need a ticket.
• Look for a guide. Search the help center. Fix common problems covers stuck connections, failed syncs, missing reports and emails that don't arrive.
• Ask the assistant. The Seyaq Assistant, in the bottom corner of the dashboard, answers questions about your store and its reports.

Raise a ticket#

1. 1

   Press New ticket on the Support page

   The New support ticket form opens. If the button isn't there, see If something doesn't work.

2. 2

   Choose a topic under What is it about?

   Pick the closest match: Billing & plan, Store connection & sync, Reports & visibility scores, On-site setup (store tools), Account, team & sign-in, Suggestion or Something else. For most topics, the form then lists a few guides under These guides may answer it right away. They open in a new tab, so what you've typed stays in the form.

3. 3

   Choose the store under Which store?

   It starts on the store you're viewing. For a question that isn't about one store, such as billing or signing in, choose Not about a specific store.

4. 4

   Write a short subject and describe the problem

   Under Subject, sum the problem up in 5 to 120 characters, for example “Products stopped syncing”. Under Describe the problem, write at least 20 characters and up to 5,000: what happened, what you expected, and the steps to see it. Copy any error message exactly as it appears.

5. 5

   Add screenshots or a PDF if they help

   Under Attachments (optional), press Add files, or drop the files onto the box. Wait until every file has finished uploading. The rules are in the next section.

6. 6

   Press Send ticket

   Above the button, the form shows how soon we usually reply and the email address that gets a notification when support replies or resolves the ticket — a notification only: you reply in the dashboard, not by email. The ticket then opens with its reference, which starts with SUP-. Quote it if you ever contact us another way.

What you can attach#

• Images in PNG, JPG or WebP format, and PDF documents. Other file types are refused, even if they are renamed.
• Up to 5 files in each message, each up to 10 MB. You can attach files to your replies as well as to a new ticket.
• Only your team and the Seyaq support team can open them.
• Never put passwords or card details in a ticket, in the text or in a file. We never ask for them.

What happens next#

We usually reply within the time shown on the form and on the Support page. Our replies appear in the ticket, signed with the first name of the person helping you and Seyaq Support.

• Emails: the person who raised the ticket gets a confirmation with its reference. When we reply or resolve the ticket, we email that person and every teammate who has replied in it. Each email links to the ticket.
• Your whole team: the account owner and every member can open every ticket on the account, reply, mark it solved and rate the answer, whoever raised it. Teammates who don't get the emails see a count next to Support when there's something new.
• Reply in the dashboard: answering one of our emails doesn't add your message to the ticket. Open the ticket from the link in the email and reply there.
• New replies appear by themselves while the ticket is open on your screen.

What each status means#

Reply, mark as solved and rate#

1. 1

   Open the ticket from the Support page

   Tickets with activity you haven't seen are marked with a dot. The conversation shows who wrote each message: you, a teammate with their role, or Seyaq support.

2. 2

   Write under Your reply and press Send reply

   You can attach files here too. If sending fails, your text stays in the box, so you can simply try again.

3. 3

   Press Mark as solved once the problem is fixed

   Confirm, and the ticket shows Resolved. Our team can also resolve a ticket when the fix is done, and you then get an email.

4. 4

   Rate the answer

   Under Did this solve your problem?, choose Yes, solved or No, add a comment if you like, and press Send feedback. Anyone on the team can rate it, once each time the ticket is resolved. Ratings help us improve our answers.

Reopen, follow up, or let it close#

• Not solved after all? While the ticket shows Resolved, write under Reply to reopen this ticket and send. The ticket goes back to our team, and you can rate the new answer once it's resolved again.
• Waiting on you for 7 days: a ticket that shows Waiting for your reply is resolved automatically when nobody on your team replies for 7 days. You can still reopen it by replying.
• Resolved for 7 days: the ticket closes automatically. A closed ticket stays readable, but can't be replied to.
• Need to continue a closed ticket? Open it and press Open a follow-up ticket. The new ticket is linked to the original, so our team sees the whole history.

When support tickets are paused#

Seyaq can pause support tickets for a while. The Support page then shows Support tickets are paused, and New ticket disappears. You can still read your tickets and, unless they are closed, reply, mark them solved and rate the answers. For anything new, press Contact us on that page. If your account has never had a ticket, Support doesn't appear in the sidebar while tickets are paused: use the contact page instead.

Tips for a fast answer#

• Keep to one problem per ticket. Two unrelated questions are answered faster as two tickets.
• Say which store and which page, and copy the exact message you saw.
• Explain what you expected and what happened instead, with the steps to see it.
• Attach a screenshot of the whole page rather than a cropped corner.
• Keep the conversation in the same ticket, so your teammates and our team see everything in one place.

If something doesn't work#