Support Center

Get help with the Catalog AI platform through our integrated support ticket system.

Overview

The Support Center allows you to create and manage support tickets directly within the platform. Whether you have questions, encounter issues, or need assistance, our support team is here to help.

Accessing Support

From the Navigation Menu

Click on your profile avatar in the top-right corner
Select Support from the dropdown menu

Direct Link

Navigate directly to /support when logged in.

Creating a Support Ticket

Step 1: Open Create Ticket Dialog

On the Support page, click the Create Ticket button in the top-right corner.

Step 2: Fill Out the Form

Field	Description	Required
Subject	Brief summary of your issue (5-200 chars)	Yes
Category	Type of issue (see categories below)	Yes
Priority	Urgency level of your request	Yes
Description	Detailed explanation (20-5000 chars)	Yes

Step 3: Submit

Click Create Ticket to submit. You'll receive a unique ticket number for tracking.

Ticket Categories

Choose the category that best matches your issue:

Category	Use For
General	General questions and inquiries
Billing	Credit purchases, invoices, payment issues
Technical	Platform bugs, errors, performance problems
Feature Request	Suggestions for new features or improvements
Bug Report	Reporting specific bugs or defects
Account	Login issues, profile settings, organization setup
Other	Anything not covered by other categories

Priority Levels

Select the priority based on urgency and business impact:

Priority	Description	Response Time
Low	General questions, non-urgent requests	2-3 business days
Medium	Standard issues affecting workflow	1-2 business days
High	Significant issues impacting operations	Within 24 hours
Urgent	Critical issues blocking business operations	Within 4 hours

Response times are targets and may vary based on support volume.

Viewing Your Tickets

Ticket List

The Support page displays all your tickets with:

Ticket Number: Unique identifier (e.g., TICKET-ABC123)
Subject: Your ticket subject
Status: Current status (see below)
Priority: Priority level
Created Date: When the ticket was created

Filtering Tickets

Use the status filter dropdown to show:

All tickets
Open tickets only
In Progress tickets
Awaiting Reply tickets
Resolved tickets
Closed tickets

Pagination

Navigate through tickets using the pagination controls at the bottom of the table.

Ticket Status

Your ticket will progress through these statuses:

Status	Description
Open	New ticket, awaiting initial review
In Progress	Support team is actively working on your issue
Awaiting Reply	Support responded, waiting for your reply
Resolved	Issue has been addressed
Closed	Ticket is closed (by you or automatically)

Ticket Details

Click on any ticket to view its full details, including:

Ticket Information

Subject and description
Category and priority
Current status
Creation date

Conversation Thread

View the complete conversation history between you and the support team:

Your original message
All replies in chronological order
Timestamps for each message
Visual distinction between your messages and support replies

Replying to a Ticket

Scroll to the reply section at the bottom
Type your message in the text area
Click Send Reply

Your reply will:

Appear immediately in the conversation
Update the ticket status if it was "Awaiting Reply"
Notify the support team of your response

Closing a Ticket

You can close a ticket when your issue is resolved:

Open the ticket details page
Click the Close Ticket button
Confirm the action

Note: Closed tickets cannot be reopened. If you need further assistance on the same issue, create a new ticket and reference the original ticket number.

Best Practices

Writing Effective Tickets

Be Specific: Clearly describe what you expected vs. what happened
Include Context: Mention the feature, page, or action involved
Add Details: Include relevant information like:
- Product IDs or URLs
- Error messages (exact text)
- Steps to reproduce the issue
- Screenshots (describe them if you can't attach)
One Issue Per Ticket: Separate issues into different tickets for faster resolution

Example of a Good Ticket

Subject: Enrichment job fails for products with special characters

Category: Technical

Priority: Medium

Description:

When I try to enrich products that have special characters
(like "®" or "™") in their names, the enrichment job fails
with an error.

Steps to reproduce:
1. Create a product with name "Product™ Name"
2. Start an enrichment job
3. Job fails immediately

Product ID: product_abc123
Error message: "Invalid character in product name"

This started happening after the latest platform update.

Response Tips

Check your tickets regularly for updates
Respond promptly to "Awaiting Reply" tickets
Provide additional information if requested
Be courteous and patient

Organization Tickets

Tickets are associated with your current organization:

Each organization has its own ticket history
Switch organizations to view different ticket queues
All organization members can create tickets

Frequently Asked Questions

How long until I get a response?

Response times depend on ticket priority and current support volume. See the Priority Levels section for typical response times.

Can I edit a ticket after submitting?

You cannot edit the original ticket, but you can add clarifications or updates by replying to the ticket.

What if my issue is urgent?

Select "Urgent" priority when creating your ticket. For critical system outages, you can also email support directly at support@catalog-ai.tdcapps.com.

Can I attach files to tickets?

File attachments are not currently supported. Describe any relevant screenshots or files in your message, or share links to hosted files.

How do I check ticket status?

Visit the Support page to see all your tickets and their current status.

Contact Alternatives

While the Support Center is the preferred way to get help, you can also:

Email: support@catalog-ai.tdcapps.com
Documentation: Browse our docs for guides and references
FAQ: Check common questions in feature documentation