📩 How to Submit a Support Ticket to Pipe17

Creating a clear and complete support ticket helps our team resolve your issues faster and more accurately. Follow the steps below to ensure your ticket is processed smoothly.

✅ When to Submit a Support Ticket

Submit a support ticket when you need help with:

• Order syncing or tracking issues

• Inventory discrepancies

• Connector setup or behavior problems

• System errors or unexpected behavior

• Account access or permission issues

For general questions or how-to help, check the Pipe17 Help Center first.

📝 Steps to Create a Support Ticket

1. Go to the Pipe17 Help Center

Navigate to https://support.pipe17.com.

📷 Screenshot: Help Center Homepage

2. Click "Submit a request"

You’ll find this in the top-right corner of the page.

📷 Screenshot: Submit a Request button location

3. Fill Out the Request Form

a. Your email address

Make sure it’s your work email so we can associate your ticket with your account.

b. Subject

Write a clear and concise summary (e.g., "Order 112-1234567 not syncing to ShipBob").

c. Description

Provide as much relevant detail as possible:

• Connector(s) involved (e.g., Shopify, ShipBob, NetSuite)

• Order IDs, SKU(s), Location(s)

• Screenshots or error messages

• What you expected to happen

• What actually happened

• When the issue started occurring

📌 The more detail you provide, the faster we can help!

d. Priority

Set the urgency of the issue (Low / Normal / High / Urgent).

Please note, we will triage the ticket to assess the impact to ensure we are staying fair and consistent for all our users. We strive to respond same day during business hours if possible.

e. Attachments

Upload any screenshots, CSVs, API logs, etc., that help illustrate the issue.

📷 Screenshot: Example of a well-filled support request

🔁 What Happens Next

• You’ll receive a confirmation email with your ticket ID.

• A support engineer will review your request and follow up via email.

• If necessary, the issue will be escalated to our engineering or solutions team.

You can reply to the ticket email thread at any time to provide updates.

🙌 Tips for Faster Resolution

• Include exact error messages and relevant order/SKU IDs

• Use clear subject lines to describe the issue

• If the issue is reproducible, include step-by-step instructions

• Be concise but thorough in your explanation

Links within Pipe17 are greatly appreciated, as this helps ensure we are seeing what you are directly, so we can get to a resolution or offer next steps faster!

📧 Need urgent help? Email us directly at support@pipe17.com