Submitting a Support Ticket

When you experience a system issue that you cannot resolve using the available troubleshooting resources, submit a support ticket through Ease Connect. The Support form will guide you through the information needed to help the Support team understand and resolve the issue.

Step 1: Open Contact Support

From within Ease Connect:

1. Click your initials in the system.
2. Select Contact Support.
3. The StoreEase Support form will open.

The form will ask for information about you, your location, and the issue you are experiencing.

Step 2: Enter Your Contact Information

Complete the required contact information on the form.

You may be asked for:

• Name – Enter your first and last name.
• Email Address – Enter an email address that you actively monitor. Support may use this address to communicate with you about the ticket.
• Phone Number – Provide the best number for Support to reach you if troubleshooting steps need to be completed with you directly.
• Partner Name – Enter the name of the partner you work for.
• Location of Issue – Select the location associated with the problem.

Fields marked with a red asterisk (*) are required.

Step 3: Select the Issue Type and Subcategory

Next, identify the area of the system where you are experiencing the problem.

Available issue types include:

Select the category that most closely matches your issue.

Step 4: Review Troubleshooting Articles

After selecting an issue type, the system may provide existing troubleshooting articles related to that issue.

These articles are intended to help you resolve common problems without needing Support intervention.

Review the suggested troubleshooting and follow the steps provided.

If the troubleshooting resolves the issue, no ticket is necessary.

If the troubleshooting does not resolve the issue, continue through the support flow to submit your ticket.

Step 5: Describe the Issue

If a ticket is needed, provide a clear description of what is happening.

Include useful details such as:

• What were you trying to do when the issue occurred?
• What did you expect to happen?
• What actually happened?
• When did the issue begin?
• Does the issue affect one device, multiple devices, or an entire location?
• What troubleshooting steps have already been attempted?

Avoid descriptions that are too general, such as "It isn't working." Instead, provide enough detail for Support to understand the problem without having to start the troubleshooting process from the beginning.

Step 6: Provide Additional Information When Requested

Depending on the issue, the support flow may request additional information.

This can include:

Internet Speed Test Results
For issues that may be related to connectivity or network performance, you may be asked to provide the results of an internet speed test.

Issue Replication
You may need to indicate whether the issue can be reproduced. For example, can you perform the same steps again and experience the same problem?

Issue Persistence
You may also need to confirm whether the issue is still occurring.

Important: Information confirming that the issue is replicable or persisting is required for ticket submission. Make sure this information is provided when prompted.

Step 7: Add Screenshots

If possible, include screenshots that show the issue.

A screenshot can help Support understand exactly what you are seeing and may reduce the amount of back-and-forth needed to diagnose the problem.

When taking screenshots, try to capture:

• The error message
• The screen where the problem occurs
• Any relevant warning or notification
• Other visual information that may help explain the issue

If the issue cannot be clearly communicated through text alone, a screenshot is especially helpful.

Step 8: Select the Ticket Urgency

Before you can submit the ticket, you must select the appropriate urgency.

Choose the urgency based on the impact of the issue and how quickly assistance is needed.

For detailed guidance on selecting the correct urgency, refer to the Ticket Urgency Criteria article.

Do not automatically select the highest urgency. Use the criteria provided in the Ticket Urgency Criteria article to determine the appropriate level for your situation.

Step 9: Submit the Ticket

Before submitting, review the information you entered to make sure it is complete and accurate.

Confirm that you have:

• Selected the correct issue type
• Completed all required fields
• Reviewed the available troubleshooting articles
• Explained the issue clearly
• Provided internet speed test results if requested
• Indicated whether the issue is replicable or persisting
• Added relevant screenshots or other supporting information
• Selected the appropriate ticket urgency

Once all required information has been provided, follow the prompts to submit the ticket.

What Happens Next?

After the ticket is submitted, Support will use the information provided to investigate the issue and determine the appropriate next steps.

Support may contact you back via email if additional information, troubleshooting, or testing is needed. Keep an eye on the email address and phone number provided in the ticket so you can respond to follow-up requests. 

Best Practices for Submitting a Support Ticket

To help Support resolve your issue as quickly as possible:

1. Use the appropriate issue type. This helps direct the request to the right troubleshooting resources and Support team.
2. Try the suggested troubleshooting first. Existing articles may provide a quick solution.
3. Be specific. Explain what happened, what you expected, and what you actually experienced.
4. Include relevant details. Device, location, timing, error messages, and troubleshooting already attempted can all be helpful.
5. Provide screenshots when appropriate. Visual examples can make an issue much easier to understand.
6. Confirm the issue is still occurring or can be replicated. This is required to submit a ticket.
7. Select the urgency carefully. Use the Ticket Urgency Criteria article to determine the appropriate urgency.
8. Complete all required fields. Missing information may prevent the ticket from being submitted.

Remember

The goal of the support ticket is to give the Support team enough information to understand the problem and begin troubleshooting efficiently. Complete, accurate, and specific information leads to faster and more effective support.