Many questions related to contracts, tickets, NFs or other financial matters have already been answered in the Billing & Invoices module, here in VTEX Help.
But whenever you can not find the information you need in our articles, you can open a ticket directly to VTEX support financial team.
To do this, simply enter VTEX Help and click the Support option in the top bar.
When you click Support in VTEX Help, you are taken to the VTEX login screen, where you must choose the type of authentication.
There are four options:
Once you have authenticated using the chosen method, you enter the support panel, which is already part of the system we use for tickets management, Zendesk.
To open a ticket, simply click the Send a request red button.
You will be taken to the ticket opening form, where you must fill in:
You can also include attachments, such as screenshots or animated gifs, that help you describe the context of your request.
The last field in the ticket opening form concerns the impact of your question or problem.
This classification is important for the support team to prioritize the most urgent requests. So be aware of the real meaning of each level.
If the indicated level does not apply to the scenario, the agent can modify it.
Once you complete your request, one of our support agents will receive your message and respond as quickly as possible.
You will receive the agent's response by email.
If you need to make a new interaction (for example, to ask for a complement to the response or to give new information about your scenario), you can do this by replying directly to that email. It's not necessary, therefore, to enter the support panel again.
To view your tickets history, enter the support panel (Help VTEX -> Support).
By clicking My Requests, you'll see the history of tickets opened by your own user.
If you click All Requests, you can see the history of tickets opened by any employees in your store.
The moment you open a ticket, it's automatically created with the status Open. This means that this is a new ticket, which has not yet received interaction from any support agent.
After that, it goes through the statuses Pending, Solved and Closed.
In your support panel, you can filter the tickets search by status. To do this, simply use the checkbox below the request button.