Submit a request to support

Who can use this feature?

  • All roles with access level "limited" or higher
  • Available on all plans

For the fastest support, please start a conversation with our AI chatbot within the Catalyst application. If you're experiencing login issues or have other inquiries, email (support@getcatalyst.io).

If submitting your question via email, please include details, such as the screen you are on (screenshots or video walkthroughs are helpful), a full description of the problem, and the time and date you encountered the issue. 

Submit a request via AI chatbot

The AI chatbot helps you get faster answers to your Catalyst questions. You can also submit a ticket from within the bot. 

Where can I find the AI chatbot?

The chatbot is listed as "Customer Support" and is accessible from the Help (?) menu within the Catalyst platform.

When to use the AI chatbot

  1. For immediate assistance: The chatbot is designed to provide quick answers to common questions, troubleshoot basic issues, and guide you through simple processes.
  2. To explore solutions: If you're encountering a problem, describe the issue in detail to the chatbot. It will suggest solutions, point you to relevant articles, or even provide step-by-step instructions.

How to interact with the AI chatbot

  1. Provide context: When describing your issue, be as specific as possible. Include details like:
    • The exact steps you took
    • Any error messages you encountered
    • The specific features or functionalities you're having trouble with
    • Screenshots of the issue

      Images are highly valuable to the chatbot for better understanding!

  2. Ask complete questions: Instead of short keywords or phrases, frame your questions as complete sentences. This helps the chatbot understand your intent more accurately.
  3. Create a ticket if needed: If you believe the issue requires immediate human assistance or is beyond the chatbot's capabilities, you can directly type create ticket. This will initiate a support ticket with the information you've provided (see below).

After receiving a response

Continue the conversation or provide feedback:

  • Thumbs up: If the chatbot's response was helpful, give it a thumbs up. This helps train the AI and improve future responses for other users.
  • Thumbs down: If the response was incorrect or unhelpful, give it a thumbs down. You'll be prompted to provide your email address so a support ticket can be created with the conversation history.

Escalating to human support

When you determine that human assistance is required, the chatbot will guide you through the ticket creation process.

  1. At anytime in the chat, type create ticket.
  2. Enter your email address, and click Submit. This allows the system to associate your message with your account and ensure a response.
  3. Once the ticket is created, you can continue adding relevant information to the chatbot thread. This information will be included in the support ticket, providing the support representative with a complete context of your issue.
  4. You will receive an email confirmation with your ticket number and a link to the chat conversation within the Catalyst Help Center portal. Due to current limitations, you will not be provided with the ticket number within this chat.
  5. The support team will review your ticket and respond accordingly. You can continue the conversation via email or through your profile within the Catalyst Help Center. The Support team will investigate and create an engineering ticket for any code issues with priority (P) level 0 to 3 (see below).

Starting a new conversation

Click the "+" button in the top right corner of the chat widget to clear the chat and start a fresh conversation. This ensures the chatbot doesn't rely on context from previous interactions that may not be relevant to your current issue.

Important considerations

  • The chatbot is constantly evolving. While it's designed to be helpful, it may not always provide perfect solutions, especially when given unique circumstances. Please check with the Support team if you are performing a critical function based on an AI response. 
  • Human support is always available. If the chatbot can't resolve your issue, you can easily escalate to a human support agent.

What troubleshooting steps can I take before contacting the team?

If you think there may be an issue with your machine or environment, we recommend opening an incognito or private window in your browser or trying an alternative one, such as Chrome or Firefox. This approach creates an environment that has no extensions with a clean cache and cookies.

Also, remember that data may take some time to sync, so if you are seeing a discrepancy between two systems, it may be due to this waiting period.

Ticket priority levels

A P0 is defined as a bug that is impacting all of our customers where there is no viable workaround. When a P0 is identified internally or by our customers, our Support and Engineering teams partner together to take an all hands on deck approach to get the P0 solved quickly and efficiently, so our customers can get back to work. Please also refer to our status page to subscribe to updates for P0 incidents. 

Refer to the following table for details on all priority levels and the support experience you can expect from our team.

Priority Examples Description
P0
  • Key product workflow is severely impacting most customers (no workarounds).
  • Infrastructure is down or severely degraded
  • Potential security breach or data leaks

A problem that severely impacts usage for all customers. The issue halts business operations and no procedural workaround exists.

Our Support and Engineering teams will partner together in an all hands on deck approach.
P1
  • Key product workflow is severely impacting multiple customers (Work around may exist)
  • Infrastructure is degraded but not posing immediate widespread customer impact.

A problem where the software is functioning, but usage is reduced.

P1s are submitted to our Engineering team and treated with High priority.
P2
  • Minor product workflow that is impacting a customers ability to work
  • Operational impact

A problem that involves partial, non-critical loss of use of the software.

P2s are submitted to our Engineering team and treated with Medium priority.

P3
  • Minor product workflow impact that is not impacting a customers ability to work

A problem that involves non-critical loss of use of the software.

P3s are submitted to our Engineering team and treated with Low priority.

 

View and update open requests

When an agent responds, you can reply back to the email directly from your inbox. You can also update tickets from within the Help Center after signing in.

For any open ticket, you can do the following from within your Help Center profile:

  • Add a comment
  • Add recipients for CC
  • Update the associated organization
  • Mark as solved

If you need to change the subject of a ticket, please ask Support to assist.

  1. Sign in to the Help Center.
    • First time here? Sign up to create a new profile in the Help Center. The help center does not use your Catalyst authentication at this time. We recommend signing up using the same email address that you use for your Catalyst account.
    • Already submitted a request via email? Request a password to manage all of your requests in one place.
  2. From the profile menu, click Requests.

    The My requests tab appears by default.

    • Filter your requests by status (Open, Awaiting Reply, Closed).
    • Search tickets by entering a search term or using ticket property requests.
    • View requests others have CC'd you on from a separate tab.
    • If you're a member of a shared organization, see tickets for all members of that organization and optionally subscribe (follow) to any of those requests.
    • The link to view Organization requests is only available if you're a member of a shared organization.
  3. Click on a request title to view details.
  4. Make changes by adding a comment, adding a CC, or updating the organization.
  5. Click Submit.

Mark a ticket as solved

You can withdraw a request by marking it as solved. The request must be assigned to an agent before you can mark it as solved.

  1. Sign in to the Help Center.
  2. From the profile, click Requests.
  3. Click a request title to view details.
  4. Select the option on the lower side of the request to mark it as solved.
  5. Enter optional comments in the reply, and click Add Reply.

Create a follow-up to a solved request

Re-open a solved request by creating a follow-up request.

  1. Sign in to the Help Center.
  2. From the profile, click Requests.
  3. Click a request title for a solved issue.

    If you have a long list of requests, filter by "Solved" status.

  4. Click the link on the lower side of the request to create a follow-up request.
  5. Complete the follow-up request and click Submit.

Was this article helpful?

0 out of 0 found this helpful

Have more questions? Submit a request