Getting Help

ShipEdge Core offers multiple ways to get help when you need it. Whether you’re looking for answers in the documentation, need to contact support, or want to search for solutions, we’ve got you covered.

Quick Ways to Get Help

Search Documentation

Use the search bar (press ⌘K or Ctrl+K) to quickly find any topic in the documentation.

Help Widget

Click the help widget icon in the bottom-right corner of the application to open the help center.

Contact Support

Submit a support ticket directly from the application or contact our team for personalized assistance.

Live Chat

WMS users can access live chat support when enabled by their administrator.

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Using the Search Bar

The fastest way to find information is using the search feature.

1. Open Search

   Press ⌘K (Mac) or Ctrl+K (Windows/Linux) anywhere in the documentation site.

2. Type Your Question

   Enter keywords related to what you’re looking for. For example:

   • “create order”
   • “inventory adjustment”
   • “shipping labels”
   • “bin management”

3. Select Result

   Click on any search result to go directly to that documentation page.

Search Tips

• Use specific terms: “create order” works better than “order”
• Try different keywords if you don’t find what you need
• Search works across all documentation sections

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Using the Help Widget

The help widget appears in the bottom-right corner of the ShipEdge Core application. It provides quick access to the help center and support resources.

1. Find the Widget

   Look for the help icon in the bottom-right corner of any page in ShipEdge Core.

2. Click the Icon

   Clicking opens the help center in a new window, showing solutions related to your current page.

3. Search for Solutions

   The help center automatically searches for solutions based on the page you’re viewing. You can also search manually for specific topics.

4. Submit a Ticket

   If you can’t find what you need, use the widget to submit a support ticket directly from the application.

Widget Availability

The help widget is available to all users. It automatically detects whether you’re using OMS or WMS and shows the appropriate support options.

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Contacting Support

When you need direct assistance from our support team, you have several options:

Support Ticket (Recommended)

1. Open Help Widget

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

2. Submit Ticket

   Fill out the support ticket form with:

   • Your question or issue description
   • Relevant details about the problem
   • Any error messages you’re seeing

3. Submit

   Click submit. Our team will respond via email.

Live Chat (WMS Users)

If you’re a WMS user and your administrator has enabled chat support:

1. Check Availability

   Look for the chat icon in the bottom-right corner (appears when enabled).

2. Start Conversation

   Click the chat icon to open a conversation with our support team.

3. Get Real-Time Help

   Chat directly with support agents for immediate assistance.

Chat Availability

Live chat is available for WMS users when enabled by your warehouse administrator. Contact your administrator if you don’t see the chat option.

Email Support

You can also contact support directly:

• General Support: Available through the help widget ticket system
• Sales Inquiries: Contact sales@shipedge.com for account and pricing questions

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Help Center Website

The ShipEdge help center website provides additional resources:

• Knowledge Base: Searchable articles and guides
• Video Tutorials: Step-by-step video guides
• FAQ Section: Answers to common questions
• Solution Articles: Detailed solutions for specific features

Access: Click the help widget icon or visit https://help.shipedge.com directly.

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What Information to Include

When contacting support, include these details to help us assist you faster:

Account Information

Your account ID and user type (OMS or WMS).

Page URL

The full URL of the page where you’re experiencing the issue.

Error Messages

Any error messages or codes you see on screen.

Steps to Reproduce

Clear steps showing how to reproduce the problem.

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Best Practices

Get help faster with these tips:

Search First

Try searching the documentation before contacting support. Many questions are answered in our guides.

Be Specific

Include specific details about your issue: page names, error messages, and what you were trying to do.

Check Related Pages

Look at related documentation pages. Many features connect to other parts of the system.

Use Screenshots

Attach screenshots when submitting tickets. Visual information helps us understand the issue quickly.

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Troubleshooting Common Issues

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

Search Not Finding Results

Problem: Search doesn’t return relevant results.

Solutions:

• Try different keywords or phrases
• Use more specific terms (e.g., “create order” instead of “order”)
• Check spelling of your search terms
• Browse the documentation sections manually to find related topics

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

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Related Resources

Contact Support

Learn more about contacting our support team and response times.

Contact Support →

FAQ

Browse frequently asked questions and common answers.

View FAQ →

Troubleshooting Guide

Step-by-step solutions for common problems.

Troubleshooting →

Documentation Home

Return to the main documentation page to explore all guides.

Documentation →

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Quick Access

Remember: Press ⌘K or Ctrl+K anytime to search the documentation. This works from any page and is the fastest way to find what you need.