Support Tickets

If you need help with StorePulse, have a question, or want to report a problem, you can create a support ticket directly from the dashboard. Our team will respond within the app.

Creating a Ticket

1. Navigate to the Support page from the sidebar menu.
2. Click New Ticket.
3. Enter a subject -- a brief summary of your issue or question.
4. Write a description with as much detail as possible. Include:
   • What you were trying to do
   • What you expected to happen
   • What actually happened
   • The date and store affected (if applicable)
5. Optionally, attach files -- screenshots, PDFs, or other documents that help explain the issue. Click the attachment button to upload.
6. Click Submit.

tip

The more detail you include in your initial description, the faster we can help. A screenshot showing the problem is often worth a thousand words.

Ticket Status Lifecycle

Your ticket moves through the following statuses:

Status	What It Means
Open	Your ticket has been submitted and is waiting for a team member to pick it up
In Progress	A team member is actively working on your issue
Waiting for You	We have responded and need information or action from you
Resolved	The issue has been addressed. Review our response and confirm
Closed	The ticket is complete and closed

Replying to a Ticket

When the support team responds, you will see a notification (bell icon in the header). To reply:

1. Go to the Support page.
2. Click on the ticket to open the conversation thread.
3. Type your reply in the message box at the bottom.
4. Attach any additional files if needed.
5. Click Send.

Your reply automatically moves the ticket back to In Progress so the team knows you have responded.

Finding Your Tickets

The Support page organizes your tickets into three sections:

• Awaiting your response -- Tickets where the team has replied and is waiting for you. These show a pulsing indicator to draw your attention.
• Active -- Tickets that are open or being worked on.
• Closed -- Resolved and closed tickets. This section is collapsed by default but you can expand it to review past conversations.

Response Times

Our team aims to respond to all tickets within one business day. Enterprise plan customers receive priority support with faster response times.

What to Include When Reporting a Problem

For the fastest resolution, include:

• Which page you were on when the issue occurred
• Which store was selected
• What date range was active
• Screenshots of any error messages or unexpected behavior
• Steps to reproduce -- What did you do right before the problem appeared?

info

Support tickets are visible only to the users on your account and our support team. They are not shared with other StorePulse customers.