How to create a support ticket?

In order to resolve issues with the Wolfpack services, you should raise a support ticket via our Support Portal. The information in the ticket will help our support team to investigate and solve the ticket. Please be aware of the quality of the input, because the better and more detailed the information, the quicker the team can resolve the issue.

On this page you are described in steps how to log your tickets. Also you will find clarifications for different elements of the ticket screen. If you have additional questions please reach out to the Wolfpack Support Manager or get in contact with your own Wolfpack Project Manager.

To log your tickets via our Support Portal, you should have access. Please send an e-mail to get access, or ask your Project Manager.

Access Support Portal

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If you are logged in you will get to the ‘Welcome’ page. Here you can access general info pages which are categorized on the different areas of Wolfpack Omnichannel Retail Platform (ORP).

In the upper right corner on the ‘Welcome’ page you can also access your own account settings via icon, or add a picture onto your profile. The button next to your profile picture/icon, ‘Request’, you can view your own requests (this will be handled in a separate section.)

Via the link ‘Need to raise a request? Contact us.’ you continue to the next step in logging a ticket.

Raise a Request

You have two options to create a new ticket:

• I want to report an incident

• Feature development requests or other questions/issues

The first option will result in a support ticket which are for issues that have direct impact on the daily business, eg: orders that are not processing through the complete flow, or products that are not appearing in the web/store front. Support tickets can be identified by the ticket number prefix ‘WPCS-’.

The second option will result in a ticket on your own feature development board or will end up in a question. All functionality changes or enhancements can be planned are feature development tickets. These are handled via FD board and discussed with your Project Manager.

What should be in the support ticket?

The ticket is logged in a few small step.

At first you will get this page:

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First - you can log a ticket on your own name or On behalf of someone within your organization (most likely you want your own name).

Then type a short Description, which is the header of the issue (you will be able to add a short summary later). Based on your description you will get some suggestions for a help article(s). You can select this article to read more and that could possibly even solve your issue before logging a ticket!

TIP: In ORP you have one or many Scopes withing your organization. If you know the Scope on which the ticket is applicable, please use the SCOPEID as prefix of the Description. This will help out in the process of resolving the issue. If the issue is applicable for all the Scopes all and you have more than one scope, please use the prefix ALL.

Lastly select the Priority. Consider the different levels:

• Blocker

  • This level can be selected if the issue has immediate impact on proceeding with the (daily) business, eg system down, or all products, or all orders. The support team will directly pick up the ticket and respond on the ticket.

• Critical

  • This level is for issues which will possibly end up in a BLOCKER issue if not handled within the upcoming working day, eg a product issue on which a promo is starting soon.

• High

  • All issues which are important for business to resolve on a short notice.

• Medium

  • This level is for issues that needs to be picked up in the upcoming working days.

• Low

  • Tickets to be picked up when there is time.

• Lowest

  • Will first be discussed with support manager. Possibly will end up in feature development task.

* NOTE: The support manager may revise the Priority level based on the complete overview and share information. If this raises any conflicts with your planning/motivation, please address this to the support manager by e-mail.

In the text area you can describe the incident/issue. Please add as many information you can add. For example: add some order numbers or product id’s where the problem is occurring; attach screenshots if you have; supply time-stamps when the issue occurred (if possible) because those are also useful when we search our logs.

In the last section of this screen you can add attachments with more information of the incident. For example screenshots and Excel Sheets. Simply drag and drop the files.

If you save the information, the ticket is shared with the support team.

After you saved the ticket, you will get an overview of the ticket. If you want to add additional information, you can put this in the comment section. If you wish to receive email updates on this ticket, ensure Notifications on the right is set to “ON”.

Besides notifications, you can also monitor the progress on your tickets by selecting the ‘Requests’ button in the upper right corner. In a separate section you can learn how to filter between your requests and the requests of your organization.

Next: What is the status of my ticket? Learn about the status of your ticket.