Welcome to Pipe17! After your onboarding is complete, the Support Center is your go-to place for product documentation and submitting support requests.
This guide walks you through:
- How to access the support center,
- Best practices to ensure fast and effective help
Accessing Support
From your Pipe17 dashboard, you'll find support options in the top right corner. Click on the question mark icon ( ? ) to open the dropdown with three key options:
1) Pipe17 Support Center
Takes you to Pipe17 Help Center, where you can:
-
Browse product documentation
-
Review your existing tickets via “My activities”
-
Access help articles and guides
-
2) Getting Started Guide
A shortcut to quick onboarding documentation for new users.
3) Help Requests
This opens the Support Request Form directly. Here, you can submit a ticket to Pipe17 support.
Submitting a Support Ticket
When you click Help Requests, the system takes you to a form titled “Submit a request.”
You'll need to provide the following:
| Field | Instructions |
|---|---|
| Your email address | Auto-filled if logged in (e.g., fedra.jacob@pipe17.com) |
| Request Type | Choose the appropriate type (e.g., Integration Issue, Bug Report, Billing, etc.) |
| What impact is this having on your business? | Helps prioritize severity – options may include: Minor, Moderate, Critical |
| Organization ID | Found in your Pipe17 URL: app.pipe17.com/org/**[ORG-ID]**. If unknown, write N/A
|
| Subject | A short, descriptive title (see examples below) |
| Description | Detailed explanation of the issue – see best practices below |
| Information Confirmed | Reminder: include links, screenshots, Pipe17 IDs, expected behavior, and outcomes |
Best Practices to Ensure Fast, Effective Support
Help us help you—follow these tips to avoid back-and-forth and speed up resolution:
1) Write a Clear, Descriptive Subject
Helps us identify the issue at a glance.
Bad: “Issue with order”
Good: “Order #12345 not syncing to NetSuite from Shopify”
2) Use the Description Wisely
Include the following where applicable:
-
Summary of the issue
-
Steps to reproduce it
-
What you expected to happen vs what is happening
-
Examples (order IDs, SKUs, product names, integration partners)
-
Pipe17 links (e.g., order, product, or workflow pages)
-
Screenshots or video recordings showing the issue
3) Explain the Business Impact
Tell us how the issue is affecting your operations:
-
Are orders delayed?
-
Are you unable to fulfill?
-
Is it affecting all products/customers or just a subset?
4) Always use One Ticket per Issue
Avoid bundling unrelated issues into a single ticket—this helps with triaging and response time.
Track your Tickets
-
Go to Pipe17 Support Center
-
Click on your profile name (top-right corner)
-
Select “My activities”
-
Review open, pending, or resolved requests
Want to know the available Support Levels?
You can view what support levels are available for your account by visiting:
🔗 Pipe17 Support Levels Article
This article explains:
-
What response times you can expect
-
What channels are available
-
Who can access support based on your subscription
We recommend reviewing it to understand how Pipe17 support aligns with your business needs.
Comments
0 comments