Raising a support ticket

The following article will outline the best way to contact our support team and raise a helpdesk ticket.

There are multiple ways to raise a support ticket and contact the helpdesk. 

1. Email
2. Customer Portal
   
   

Email:

Send an Email to support@contentcatalyst.com. 

This will automatically create a ticket in our helpdesk. 

You will automatically receive a response with a Ticket ID while we investigate your 
ticket.

Customer Portal:

A Customer portal is available for users to view and monitor the status of their helpdesk tickets.

To access this portal for the first time, you must register and set up a password. 

This is separate from your Content Catalyst platform. 

Once logged in, you can review open and closed tickets as shown below.

The customer portal can be accessed via the following link
Customer Portal

This is also available via the Guide; see below.

To raise a new ticket via the Customer portal, select ' Raise a Support Ticket'

You will be presented with a form similar to the one below.

Please attach any screenshots of error messages, if available, and provide as much information as possible related to the issue. This will help our team assist you quickly.

Urgent Tickets: 

If there is a site outage, you can use the Urgent checkbox on this form, which will trigger alerts on our side, day or night.

This will notify our UK-based out-of-hours support team.

The urgent priority should only be used in cases where your site is unavailable or your customers cannot access content.