Support Center

Article Overview

The following article describes EasySend's support center. It provides information about its structure and how to open a new ticket.

How to Access the Support Center

(See Figure 1 and Figure 2)

To access the support center you can use the following options:

• Enter the URL - https://support.easysend.io/
• On our Builder platform, click Create New Ticket

Figure 1: Create New Ticket

• On our knowledge base click Contact support

Figure 2: Contact Support

EasySend's Support Center

(See Figure 3)

EasySend's support center enables you to perform different actions such as:

• Opening a ticket for support (1)

• Search our knowledge base articles for answers (2)

NOTE

Search the knowledge base will display the results in a new tab, for example:

• Connect to our EasySend community on Discord (3)
• Explore and join our online academy (4)
• Access our knowledge base (5)

Figure 3: EasySend's Support Center

Opening a new Ticket

(See Figure 4 to Figure 13)

To open a new ticket, first click sign in (1).

Figure 4: Sign in Button

When the sign-in screen appears, enter your details:

• Email (2)
• Password (3)

and click the Sign in button (4).

Figure 5: Sign in Button

If this is your first sign-in, click the Forgot password? option (5). When the screen appears enter your Email (6) and click the Submit button (7).

Figure 6: Setting a New Password

After clicking Submit, a reset password email will be received, for example:

Figure 7: Reset Password Email

Follow the instructions to continue with the process. 

Once you are signed in, click the Open a ticket button (8).

Figure 8: Open a ticket Button

When the Open a ticket screen appears select one of two options:

• I need support (9) - if you need help solving technical issues
• I have a request (10) - if you want to request a process modification

Figure 9: Open a ticket Screen

If you have clicked I need support (9), fill out the following information:

• Additional email recipients (CC)
• subject
• Description 
• Environment:
  • Prod
  • Dev
• Process name
• Process link
• Scope
  • All processes
  • Specific process
  • Builder
• Impact 
  • All users
  • Single users
• Platform
  • Player
  • ES2
  • Builder
• Impact 
• Platform
• Attachments

Figure 10: Open a ticket Screen - I need support

If you have clicked I have a request (10), fill out the following information:

• Additional email recipients (CC)
• subject
• Add/Change
  • Add
  • Change
  • New process
• Process name
• What to change / add? (you may add more than one)
  • Field
  • Validation
  • PDF
  • Theme
  • Pre-populated data
  • Conditions
  • Email
  • Design
  • Other
• Description
• Attachments

Figure 11: Open a ticket Screen - I have a request

After submitting your ticket, click the icon (11), and then the My activities option (12).

Figure 12: My activates Option

Under My activities, you can search our knowledge base articles for answers (13) and track your different requests (14), for example:

Figure 13: My activates