Best Practices for Submitting a Support Ticket

Summary

Note: To support you better, please be as detailed as possible and take not of the terms indicated in our  Service Level Agreement .

At Prosperna, your success is our passion and commitment. We have a library of support materials such as our Help Center, in-app chat, and support channels via Facebook, Instagram, Twitter, LinkedIn, and YouTube.

In the event that you don't find the answers that you're looking for, you can submit a Support Ticket to our team via email.

Note: Our Support Team operates from Monday to Friday from 8 AM to 7 PM - Manila Standard Time. Initial response from our team will take 1-2 business days. However, you may still your send Support Ticket at any given day and time.

Methods to Submit a Support Ticket

1. Email support@prosperna.com

RECOMMENDED FOR: Critical, urgent issues that require formal documentation

Follow this format, for a faster and better quality of support:

SUBJECT: myStore| <Store Front OR Admin Panel> | <Main Issue>

CONTENT: Please provide the following details

  • Basic Information - your name, contact details, store link, and other relevant information to let us know who you are
  • Website URL/Link - let our team know which page needs attention or where to go
  • Description - tell us what happened and be as detailed as possible
    • What you were doing (in-app activity)
    • Your device model, internet connection, app version/browser
    • The issue that occurred, the expected outcome
  • Attachments - send us screenshots or screen recordings to help us visualize the issue
  • Customer Success Manager - Prosperna staff who helped you setup your account
Note: Submitting a Support Ticket with incomplete details may be put on hold, least prioritized, and may take longer to resolve.

Types of Support Tickets

  • ACCOUNT MANAGEMENT CONCERN - Anything to do with your subscription, billing, product, and service experience
  • FEATURE REQUEST - Enhancements of existing features, additional functionalities, new implementations
  • INQUIRY - Frequently asked questions, potential scenarios
  • INTEGRATION - Third-party applications, import/export processes
  • NEW CLIENT WEBSITE: Feature Request
  • NEW CLIENT WEBSITE: Initial Design Requests
  • NEW CLIENT WEBSITE: Initial Layout Implementation
  • NEW CLIENT WEBSITE: UI Design Requests
  • PAYMENT ISSUE - Payment errors, late payments, declined transactions
  • WEBSITE ENHANCEMENT - layout changes or improvements
  • WEBSITE FIXES - function/feature repairs or implementation
  • WEBSITE ISSUE - page errors or system breakdowns
  • DESIGN - updated aesthetic or rebranding-related revisions
  • CONTENT LOADING - server maintenance or mainframe issues

Example Template

Email Subject:  myStore | <Store Front OR Admin Panel> | <Main Issue>

Email Text: 

Hi Team Prosperna, 

I'm currently experiencing issues with <DESCRIBE PROBLEM/APP ACTIVITY> and <EXPECTED OUTCOME/SOLUTION>.

Here is where I accessed my website: 

  • Device - <MOBILE OR DESKTOP>
  • Model - <DEVICE MODEL>
  • Browser/App - <APP & VERSION NUMBER>

My Business Information is:

  • Company Name - <COMPANY NAME>
  • Online Store - <LINK TO WEBSITE/ONLINE STORE>
  • Email Address - <EMAIL USED TO SIGN IN>
  • Customer Success Manager - <PROSPERNA STAFF NAME>

I would appreciate your assistance in regard to my request.

Looking forward to hearing from you.

Regards,

<NAME>

Email Attachments:  <SCREENSHOT/IMAGE> and/or <SCREEN RECORDING/VIDEO>

2. Use the In-App Chat (Web Version)

RECOMMENDED FOR: Quick assistance from our representatives in real-time.

You may access our in-app chat from the login page or any page after logging in, on the bottom-right of your screen.

  1. Click on the message icon.
  2. Browse our Help Center on the Answers tab.
  3. In the event, you don't find an answer, select the Ask tab.
    1. You have the option to send an email,
    2. Or if we're online, you can talk to a representative in real-time.

3. Send a Message on Social Media

RECOMMENDED FOR: Less critical and urgent concerns, suggestions

You can reach our socials to ask for inquiries, referrals, quick follow-ups, or if you have any suggestions that would help us improve our products and services.

Feel free to leave a comment or message on any of our channels:


Need more help?

For more information and assistance, please send an email to support@prosperna.com.

Happy Selling!

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