Introduction

When submitting a support ticket to our Customer Success Engineering team, Agency & Merchant Partners will be presented with a number of fields, most of which are required.

These fields enable our teams to capture as much information and detail as possible upfront, thus reducing the amount of time required to begin troubleshooting and working towards resolution.

Below you will find a complete overview of the form fields we provide when submitting a ticket to Customer Success Engineering.

Form Field Overview

Environment

The Environment field is one of the most important as it lets us know where the impact is.

This field also determines which form fields are displayed next, ensuring that our team only requests relevant information that will enable us to react and respond quickly.

• Options: N/A, Development, Production
• Required?: Yes

Priority

The Priority field enables our Agency & Merchant partners to communicate a level of urgency to our team. This field is also directly integrated with our alerting and paging systems and has the ability to trigger an on-call page.

It's important to note that this field will only be visible when setting Environment to Production. When N/A or Development is selected as the Environment, the Priority field will default to Normal.

Additionally, depending on what our team determines to be the issue, we may reduce or elevate the Priority of a ticket. We'll be transparent and communicate why to ensure awareness.

• Options: Low, Normal, High, Critical
• Required: Yes (when Environment is set to Production)

Space ID

Many of our Agency & Merchant Partners manage more than one Space. Providing the Space ID for the selected Environment will allow our teams to begin troubleshooting immediately.

• Required: Yes

Component

The Component field helps to categorize your ticket by letting our team know where you believe the core issue may fall. If you do not see an option that is relevant, please choose "Other." Feedback on how we can improve this field is always welcome!

• Required: Yes
• Options: See form field (these fields are subject to change)

Subject

The Subject field should contain a short summary of the issue or reason for submitting a ticket.

• Required: Yes

Description

The Description field is where you can deep dive, sharing specific information and details.

Being as detailed and specific as possible is key here; there's no such thing as too much information. The more we know, the better our teams can troubleshoot, respond, and work towards resolution.

• When did you begin experiencing this issue? (date and time to the best of your knowledge)
• What events took place prior that may have caused this issue? (examples below)
  • Recent code change and/or deployment;
  • Recent upstream change (Sanity, Contentful, Vercel, Shopify, etc);
  • Recent incident or outage at Nacelle or upstream vendor;
• What steps have you taken to attempt to resolve this issue?
• What error messages (if any) are you seeing?
  • Are these error messages resulting from Nacelle or upstream vendor?
• Screenshots (see attachments below)
  
  
• Required: Yes

Attachments

A picture is worth a thousand words! If you're able to capture one or more screenshots of the issue, please attach those to your ticket. You may attach screenshots anytime (pre and post submission).

Note: When sharing code snippets, queries, or similar, it's best to add them to the Description field. Screenshots are best when the issue is difficult to reproduce, or specific to your site(s).

• Required: No

Feedback? Suggestions? Get in touch!

We're continuously working to improve the level of support we offer Agency & Merchant Partners. To get in touch with our team, please choose "Feedback & Suggestions" when choosing a request type for your ticket.