Contact Support

Need help with ShipEdge Core? Our support team is here to assist you. This guide shows you all the ways to contact support and get the help you need quickly.

Use the Support System

For faster response and better tracking, always use the support ticket system instead of sending direct emails. All requests are tracked and responded to through our ticketing system.

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Ways to Contact Support

Support Ticket (Recommended)

Submit a ticket through the help widget for the fastest response and best tracking.

Ticket from Order

Create a support ticket directly from an order page with order details included automatically.

Live Chat

WMS users can chat with support in real-time when enabled by their administrator.

Email Support

For general inquiries, use the support ticket system. For sales questions, contact sales@shipedge.com.

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Submitting a Support Ticket

The support ticket system is the best way to get help. It automatically includes your account information and tracks your request.

Using the Help Widget

1. Open the Help Widget

   Click the help widget icon in the bottom-right corner of any page in ShipEdge Core.

2. Click Submit Ticket

   In the help widget window, click the option to submit a support ticket.

3. Fill Out the Form

   Provide the following information:

   • Subject: Brief description of your issue
   • Message: Detailed explanation of the problem
   • Category: Select the most appropriate category (if available)
   • Priority: Choose urgency level (if available)

4. Include Details

   Add any relevant information:

   • Error messages you’re seeing
   • Steps to reproduce the issue
   • Screenshots (if helpful)
   • Page URL where the issue occurs

5. Submit

   Click submit. You’ll receive a confirmation email with your ticket number.

Automatic Information

The ticket system automatically includes:

• Your account ID
• Your user type (OMS or WMS)
• Your email address
• The page URL where you opened the ticket
• Your name

You don’t need to provide this information manually.

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Creating a Ticket from an Order

If your question is related to a specific order, create the ticket directly from the order page. This automatically includes order details.

1. Open the Order

   Navigate to the order you need help with and open the order preview page.

2. Click New Support Ticket

   Look for the “New Support Ticket” button or link on the order page.

3. Complete the Ticket Form

   The form will automatically include:

   • Order number
   • Shipping information
   • Order reference
   • Tracking number (if available)

4. Add Your Question

   Describe your question or issue related to this order in the message field.

5. Submit

   Click submit. The ticket will be linked to the order automatically.

Order-Related Issues

Always create tickets from the order page when your question is about a specific order. This helps our team access order details quickly and provide faster assistance.

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Using Live Chat (WMS Users)

If you’re a WMS user and chat is enabled, you can get real-time help from our support team.

1. Check Chat Availability

   Look for the chat icon in the bottom-right corner of the application.

2. Start a Conversation

   Click the chat icon to open a conversation window.

3. Type Your Question

   Enter your question or describe your issue in the chat window.

4. Wait for Response

   A support agent will respond to your message. Chat is typically available during business hours.

5. Follow Up

   If needed, the agent may ask for additional information or create a support ticket for tracking.

Chat Availability

Live chat is only available for WMS users when enabled by your warehouse administrator. If you don’t see the chat icon, contact your administrator or use the support ticket system instead.

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Email Support

While we recommend using the support ticket system, you can also contact us via email for specific purposes.

General Support

Email: Use the support ticket system (recommended)

For general support questions, always use the support ticket system through the help widget. This ensures:

• Faster response times
• Better tracking of your request
• Automatic inclusion of account information
• Ability to follow up easily

Sales Inquiries

Email: sales@shipedge.com

Contact sales@shipedge.com for:

• Account and pricing questions
• New feature requests
• Integration inquiries
• Partnership opportunities

Warehouse-Specific Support

If you’re working with a specific warehouse, support tickets automatically route to the appropriate team based on your warehouse location.

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What Information to Include

Help us help you faster by including these details in your support ticket:

Clear Description

Describe what you’re trying to do and what’s happening instead. Be specific about the issue.

Error Messages

Copy and paste any error messages you see. Include the full text, not just a summary.

Steps to Reproduce

List the exact steps you took before the issue occurred. This helps us recreate the problem.

Page URL

Include the full URL of the page where the issue occurs. The ticket system usually includes this automatically.

Screenshots

Attach screenshots showing the issue. Visual information helps us understand problems quickly.

Account Details

Your account ID and user type are included automatically, but mention if you’re using OMS or WMS if relevant.

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Response Times

Our support team aims to respond to all tickets promptly:

• General Support: Response within 24-48 hours during business days
• Urgent Issues: Critical problems affecting operations receive priority
• Live Chat: Real-time responses during business hours
• Sales Inquiries: Response within 1-2 business days

Business Hours

Support is available Monday through Friday during standard business hours. Urgent issues may receive faster responses.

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Tracking Your Tickets

After submitting a ticket, you’ll receive:

1. Confirmation Email: Contains your ticket number and initial confirmation
2. Updates: Email notifications when your ticket is updated or responded to
3. Ticket History: Access to view all your previous tickets through the support system

Viewing Existing Tickets

If you have an existing ticket:

1. Open Help Widget

   Click the help widget icon in the bottom-right corner.

2. Access Ticket History

   Look for an option to view your tickets or ticket history.

3. View Details

   Click on any ticket to see its status, responses, and history.

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Best Practices

Get the most out of support with these tips:

Search First

Check the documentation and help center before submitting a ticket. Many questions are answered in our guides.

One Issue Per Ticket

Submit separate tickets for different issues. This helps us track and resolve each problem efficiently.

Be Specific

Provide clear, detailed information. Include error messages, steps to reproduce, and relevant context.

Use Order Tickets

For order-related questions, always create tickets from the order page to include order details automatically.

Follow Up Appropriately

Allow reasonable time for responses. Follow up if you haven’t heard back after the expected response time.

Keep Records

Save your ticket numbers and confirmation emails for future reference.

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Troubleshooting

Help Widget Not Appearing

Problem: The help widget icon doesn’t show in the bottom-right corner.

Solutions:

• Refresh the page (press F5 or Ctrl+R)
• Check if pop-up blockers are enabled and disable them for ShipEdge Core
• Clear your browser cache and reload the page
• Try a different browser

Can’t Submit Ticket

Problem: The ticket form won’t submit or shows an error.

Solutions:

• Check that all required fields are filled out
• Verify your internet connection is stable
• Try refreshing the page and submitting again
• Clear your browser cache
• Contact sales@shipedge.com if the problem persists

No Response to Ticket

Problem: You haven’t received a response to your ticket.

Solutions:

• Check your spam/junk folder for the confirmation email
• Verify the email address in your account is correct
• Wait for the expected response time (24-48 hours)
• Submit a follow-up ticket referencing your original ticket number
• Check the ticket status in the support system

Chat Not Available

Problem: Chat icon doesn’t appear for WMS users.

Solutions:

• Contact your warehouse administrator to enable chat support
• Verify you’re logged in as a WMS user (not OMS)
• Check if chat is enabled in your warehouse preferences
• Use the support ticket system instead

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Related Resources

Getting Help

Learn about all the ways to get help with ShipEdge Core.

Getting Help →

FAQ

Browse frequently asked questions and common answers.

View FAQ →

Troubleshooting Guide

Step-by-step solutions for common problems.

Troubleshooting →

Documentation

Explore our complete documentation library for detailed guides.

Documentation →

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Quick Access

Remember: The help widget is always available in the bottom-right corner. Click it anytime to search for solutions or submit a support ticket.

Use the Support System

Please use the support ticket system instead of sending direct emails. This helps us track all requests, provide faster responses, and ensure nothing gets missed. All tickets are responded to through our ticketing system.