{"section":"tutorials","requestedLocale":"en","requestedSlug":"opening-tickets-to-vtex-support","locale":"en","slug":"opening-tickets-to-vtex-support","path":"docs/en/tutorials/support/opening-tickets-to-vtex-support.md","branch":"main","content":"All clients have access to [VTEX Support's](/en/docs/tutorials/how-does-vtex-support-work) team of experts, who are prepared to provide the best possible experience for resolving your tickets. To contact them, open a ticket through the ticketing system.\n\nYou must [enable support permission](/en/docs/tutorials/roles) in [License Manager](/en/docs/tutorials/license-manager-resources) for the user to access VTEX Support. This setting is only valid for accounts in Brazil.\n\nThis article explains how clients should open tickets with VTEX Support and track their status. To learn more about availability and estimated response time (SLA), see the article [VTEX Global Support Resources](/en/docs/tutorials/vtex-global-support-resources).\n\nSee the steps described in this article:\n\nTechnical support:\n\n1. [Log in to your account](#log-in-to-your-account)\n2. [Access Copilot](#access-copilot)\n3. [Chat with Copilot](#chat-with-Copilot)\n4. [Open a ticket](#open-a-ticket)\n5. [Identify and report problems](#identify-and-report-problems)\n6. [Track the status of your tickets](#track-the-status-of-your-tickets)\n\nBilling and sales support:\n\n1. [Log in to VTEX Support](#log-in-to-VTEX-Support)\n2. [Open a ticket with one of the following teams](#open-a-ticket-with-one-of-the-following-teams)\n\n- [Billing](#billing)\n- [Sales](#sales)\n\n3. [Track the status of your billing and sales support tickets](#track-the-status-of-billing-and-sales-support-tickets)\n\n## Technical support\n\nTechnical support offers guidance for resolving issues or clarifying questions about the VTEX platform.\n\nTo request technical support, follow the steps below and provide the required information:\n\n### 1. Log in to your account\n\nIn the initial step, authenticate your access to the [VTEX Admin](/en/docs/tutorials/vtex-admin-start-here) to manage your store's digital commerce operations.\n\n### 2. Access Copilot\n\nCopilot is a tool integrated into the platform that streamlines technical support. You can use it to ask questions and solve problems. To access Copilot and start interacting with support, follow the steps below:\n\n1. Click the `Copilot` button in the top-right corner of the navigation bar.\n2. Click the `Ask a question` button.\n3. Select the language you want to receive support in.\n4. Select the type of scenario you need help with. There are three options available:\n   - I have a doubt\n   - I have an unexpected behavior\n   - I need VTEX to setup something\n\n![Copilot-EN](https://cdn.statically.io/gh/vtexdocs/help-center-content/refs/heads/main/docs/en/tutorials/support/opening-tickets-to-vtex-support_1.gif)\n\n### 3. Chat with Copilot\n\nTo ensure Copilot provides the most accurate assistance, include the following information when requesting help:\n\n- **Explain the objective:** Describe what you aim to achieve or resolve, including the context, steps taken, and the expected result.\n\n- **Detail the problem:** Identify what isn't working, mentioning error messages, unexpected behaviors, or specific challenges.\n\n- **List the resources already used:** Report the tests performed and the results obtained.\n\nProviding this information helps **Copilot** deliver more precise and relevant answers.\n\n### 4. Open a ticket\n\nIf your question isn't resolved after interacting with Copilot, you can open a ticket. To do this, follow these steps:\n\n1. Select the `Talk to a person` option.\n2. Enter the OTP (One-Time Password) code sent to your email.\n3. Click `Create ticket` to submit your support request.\n\n### 5. Identify and report problems\n\nAfter clicking `Create ticket`, complete the form with the following details:\n\n1. **Title:** Enter the subject of your request.\n2. **Description:** Describe the scenario in detail, including the context, steps taken, results obtained, and expected behavior.\n3. **Experience level with the platform:** Select the option that best describes your level of experience.\n   - I'm familiar with the basic resources. I'm learning.\n   - I know everything I need to do my job well.\n   - I am experienced and understand advanced features.\n4. **Agency:** If applicable, specify the agency that manages your site.\n5. **Users affected by the problem:** Select the option that best describes the affected users.\n   - Admin dashboard users\n   - Buyers, consumers, or end-users\n   - All users\n6. **Problem impact:** Select the option that best describes the impact.\n   - Unexpected behavior with auxiliary store resources\n   - Unexpected behavior with important store resources\n   - Unexpected behavior with critical store resources\n7. **Environment where the problem is occurring:** Select the environment where the issue was identified.\n   - Production\n   - Development/QA/Sandbox\n8. **Problem type:** Select the option that best describes the issue.\n   - The store is experiencing a problem or unexpected behavior\n   - I have a concern and would like to ask a question\n   - I would like to request a setup\n9. **Evidence:** Attach any relevant files to help the support team understand the problem.\n10. Click `Create support ticket`.\n\n### 6. Track the status of your technical support tickets\n\nTechnical support tickets will be followed up exclusively via email. After opening a ticket, you'll receive a confirmation email with the ticket number. All updates regarding your ticket will be sent to the registered email address.\n\nCheck your inbox regularly, including the spam folder. To continue the service, reply to the email you received.\n\n## Billing and sales support\n\nBilling support assists with issues related to contracts or financial matters for stores and VTEX.\n\nSales support helps with requests about additional environments, white-label sellers, and Master Admin changes.\n\nTo request billing or sales support, follow the steps below and provide the required information.\n\n### 1. Log in to VTEX Support\n\nIn this initial step, you must authenticate your access to VTEX Support. Follow the steps below:\n\n1. Go to [VTEX Support](https://supporticket.vtex.com/support).\n2. Choose one of the following authentication methods for your account:\n\n   - Access by _token_, sent to the email registered with your store.\n   - Sign in with Google.\n   - Log in with your email and password, which requires [two-factor authentication](/en/docs/tutorials/enabling-2-factor-authentication-login) via the app or SMS.\n\nOnce authenticated, you'll be directed to the next step.\n\n### 2. Open a ticket with one of the following teams\n\nAfter authenticating your account, identify yourself to the support team by completing the required fields listed below:\n\n1. Complete the **Name** field with your first and last name.\n2. In the **Account** field, select the option corresponding to the store you're requesting support for.\n3. Click `Continue` to proceed to the next step.\n\n#### Billing support\n\nBilling support helps users resolve issues related to contracts or financial matters for stores and VTEX.\n\nTo request billing support, follow these steps:\n\n1. In the **Subject of the request** field, select the option that best describes the subject of your request:\n   - _Blocked Admin_\n   - _Admin delay alert_\n   - _Submission of payment receipt_\n   - _Issues with receiving or reconciling invoices_\n   - _Questions about amounts, calculations, withholdings, and billing details_\n   - _Contract model migration_\n   - _Transfer of contractual liability_\n   - _Change of invoice recipients_\n   - _Update of account information_\n   - _Contract termination_\n   - _Change of monthly invoice due date_\n   - _VTEX partner_\n   - _VTEX platform SLA_\n2. Click `Continue`.\n3. In the **'What happened?'** section, provide detailed information about your request.\n4. Click `Send`.\n\n#### Sales support\n\nSales support assists the user with requests related to [additional environments](/en/docs/tutorials/requesting-a-new-environment), [white-label sellers](/en/docs/tutorials/white-label-seller), or [user changes](/en/docs/tutorials/managing-admin-users) with the Sponsor user role (Master Admin user).\n\n> ℹ️ Creating a [sales channel](/en/docs/tutorials/how-trade-policies-work) doesn't depend on a ticket: you can create a sales channel directly through the VTEX Admin. Learn more in [Creating a sales channel](https://help.vtex.com/docs/tutorials/creating-a-trade-policy).\n\nTo request this type of support, follow the steps below:\n\n1. In the **How can we help you?** field, select the option that best describes the subject of your request:\n   - _New white label environment - Franchise account_\n   - _New seller environment_\n   - _New additional environment_\n   - _Change master admin_\n2. Click `Continue`. You'll be redirected to another page.\n3. Complete the fields based on the topic you selected.\n4. Click `Submit`.\n\n### 3. Track the status of billing and sales support tickets\n\nAfter opening a ticket, you can track its status in [Ticket history](https://support.vtex.com/hc/en-us/requests) in VTEX Support. On the **Ticket history** page, you can search for your requests by **ticket ID** and apply filters to available statuses.\n\nAfter you create a ticket, it's automatically displayed on the dashboard with the status `Open`.\n\nPossible ticket statuses are:\n\n- **Open:** The ticket has been assigned to a support agent who is actively working to solve it.\n- **Awaiting your reply:** The ticket is waiting for the user to provide additional information via email.\n- **Solved:** The ticket has been solved by the support agent or the user. The user has 27 working hours to reopen the ticket by replying to the support email or accessing the **Ticket history**. Otherwise, the ticket will be closed.\n- **Closed:** The ticket has been solved and marked as closed automatically after 27 working hours without further interaction. Closed tickets can't be reopened.\n\nOnce the ticket is solved, the support team will email you a link to a [satisfaction survey](https://help.vtex.com/announcements/2022-01-13-rate-vtexs-service-in-your-admin). This survey allows you to evaluate the service without leaving the VTEX environment and helps us continuously improve our support."}