Create a Ticket on Support Portal

Quick Guide to Raising a Support Ticket:

Visit the DigitalGenius Support Portal and select your request type (Automations or Flow Builder Product).
Fill out the ticket form with your issue details, including a summary, description, and any relevant attachments or examples.
Submit your ticket and monitor its progress through the "My Requests" section, responding to any follow-up questions from the support team.

How to Raise a Ticket on the DigitalGenius Support Portal

If you encounter any issues or require assistance with DigitalGenius automations or with DigitalGenius products, you can raise a support ticket through the DigitalGenius Support Portal.

Follow these steps to submit your request:

1. Access the DigitalGenius Support Portal

Access to the DigitalGenius Support Portal using this link: DigitalGenius Support Portal.

2. Choose the Appropriate Request Type

You can raise a request for DG Support using the options provided, you will see a list of available request types:

Automations (Report an issue with an automation, Request a new automation setup, Report a system outage);
Flow Builder Product (Add a new user to Flow Builder, Report a bug, Suggest a feature, Ask a how-to question, Report a system outage).

Choose the one that best matches your issue or inquiry.

If you selected “Automations”, and you want to Report an issue with an automation, click the field.

3. Fill in the Required Fields

Provide the necessary information about your issue. Be as detailed as possible to help the support team understand and address your concern efficiently.

Raise this request on behalf of: To raise a ticket on portal, firstly your email must be added in our portal’s database. Only users that are added on database can access the portal.
Summary: A brief description of the issue.
Automation Channel: Select the product where is the issue.
Example Ticket IDs / Link to flow / Link to CRM: Please provide ticket IDs or links to where this error is present.
Description: Include detailed information such as:
- Steps to reproduce the issue.
- Expected outcome vs. actual outcome.
- Any error messages encountered.
Attachments: Upload any relevant files or screenshots that might help in troubleshooting the issue.

4. Submit Your Ticket

Once you have completed the form, click the "Submit" button.
You will receive a confirmation on email that Support team are on it :).

5. Monitor Your Ticket

You can track the status of your ticket by logging into the Support Portal and navigating to the "My Requests" section.
The support team may request additional information or provide updates, so check your email and the portal regularly.

6. Respond to Support Team Queries

If the support team reaches out with follow-up questions or suggestions, reply promptly to ensure a quicker resolution. You will see in the comments on ticket all replies or additional questions from support team.

7. Close the Ticket (Optional)

Once the issue has been resolved to your satisfaction, you can mark the ticket as "Resolved" or "Closed" in the portal.

By following these steps, you can efficiently raise and manage your support tickets on the DigitalGenius Support Portal.