How to Submit a Support Ticket to Pipe17

Learn more about the topic in this course.

When to Submit a Support Ticket

Submit a ticket when you need help with:

• Order syncing or tracking issues

• Inventory discrepancies

• Connector setup or behavior problems

• System errors or unexpected behavior in the app

• Account access or permission issues

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

Steps to Submit a Support Ticket

1. Open the Help Center
   Go to: https://support.pipe17.com

2. Select “Submit a request”
   Click Submit a request in the top-right corner.

3. Complete the request form

   • Your email address
     Use your work email so we can associate your ticket with your account.

     

   • Subject

     • Write a concise summary, for example: “Order 112-1234567 not syncing to ShipBob.”

   • Request Type

     • Select a topic that is relevant to your current issue

   • Impact On Your Business

     • This allows you to set the priority of the impact of the issue. Please note: Support will triage all new tickets and will either downgrade or upgrade priority when required.

   • Issue within 15 days

     • When it comes to troubleshooting, we only have access to 15 days through our logs. If your issue is outside of this, we will always still look into the issue - but we will likely not be able to have a resolution without a recent/current example.

   • Description
     Include relevant, actionable details to speed investigation:

     • Connectors involved (for example, Shopify, ShipBob, NetSuite)

     • Order IDs, SKU(s), and location(s)

     • Screenshots and any error messages (copy exact wording)

     • What you expected to happen and what actually happened

     • When the issue started and whether it is reproducible

     • Links in the app that show the problem (order, product, flow, or error page)

   • Priority
     Choose Low, Normal, High, or Urgent. We triage all tickets to assess impact and ensure fair, consistent handling. During business hours, we strive to respond the same day when possible.

   • Attachments
     Upload helpful files (screenshots, CSVs, API logs, HAR files if applicable).

4. Submit your request
   Select Submit. You will receive a confirmation email with your ticket ID.

What Happens Next

• You receive a confirmation email with your ticket ID.

• A support engineer reviews your request and follows up by email.

• If needed, we escalate your case to our engineering or solutions team.

• You can reply to the ticket email thread at any time with updates or additional information.

Tips for Faster Resolution

• Include exact error messages and timestamps (with time zone).

• Add relevant order IDs, SKU IDs, and connector names.

• Use a clear, specific subject line.

• If the issue is reproducible, provide step-by-step instructions.

• Share direct links in the app to the affected object or page.

Troubleshooting

• I didn’t receive the confirmation email.
  Check spam/junk folders and confirm that support@pipe17.com is allow-listed. If you still don’t see it, email us and include your submission time and email address.

• I’m unsure which priority to choose.

  • Urgent: Production-stopping issue with no workaround (for example, orders not importing across all channels).

  • High: Significant business impact with limited workaround.

  • Normal: Issue affects a subset of workflows; workaround exists.

  • Low: Informational request or minor issue.

• I can’t attach files.
  Compress large files into a .zip. If files exceed size limits, submit the ticket and reply to the confirmation email requesting a secure upload link.

• I can’t log in to the app to capture links.
  Describe where the issue occurs (for example, “Shopify → Flows → Order 1001”) and include any relevant external IDs so we can locate the data.

Need Help?

If you need additional assistance:

• Use Ask Pippen, our AI agent, located at the top of the platform page.

• Submit a support request with as much relevant detail as possible. Learn how to submit a request.

• For urgent issues, email us directly at support@pipe17.com.

We're here to help you succeed with your operations.