Talk to us
Customer Support
We're sorry you're having trouble. Send us a support ticket and we'll get right on it.
How to get a fast response
1. Add a meaningful ‘Subject’.
‘Urgent’ by itself is not useful. In fact, don’t use it. Set the priority to ‘Urgent’. Use a context and Ref#, and an impact, for example:
- “Sales Invoice SI132, error on balances”
- “Shipment SO138/1 picking issue”
2. Write a S.T.A.R. (Situation / Task, Action, Result)
When describing the problem, you must provide us with ALL of the details. We cannot diagnose the problem quickly without this. Statements like, "It's not working", or "It's not reliable" are not helpful.
Write down the workflow steps, add the Item and document ref# and/or the trading partner names, for example:
- "Can’t complete return. RMA for Item #1234 will not print when logged in as user 4529. Warehouse operations suspended."
- Make sure you include error messages and the steps you’ve tried to resolve the problem.
- Attach files, reports, screenshots, and links to video. Use Loom (see below) in your Support Ticket or email. The more detail the better.
- Send your email to support@salesorder.com . Do not send it to a person@salesorder.com
How to capture screenshots and videos to share with us
Use Loom.com