Custom Gateway’s new support service is being implemented to improve both the level of support delivered and the overall support experience for our clients.  This will be achieved via the new support service level objectives, with guaranteed update times, greater transparency and automated escalation to ensure delivery of efficient and effective support.

To coincide with this, all clients are now being encouraged to utilise the Support Portal to engage Platform Support Services, as opposed to emailing directly.

Enter The Support Portal, Here
Read the Knowledgebase Article
Custom Gateway's Support Portal

What is the Support Portal?

The Support Portal is a purpose built client ‘support hub’, offering instant links to self service user guides and video tutorials via Knowledge Base, and access to the e-Learning platform Gateway Academy. 

You can contact the Support team directly through:

  1. Submit a Ticket – raise an official ticket with the Platform Support Team
  2. Live Chat – a chat based system for general queries

Clients can view current / open tickets via ‘My Area’ to keep up to date on any active cases.

System Status offers an at a glance view at the current Platform status, highlighting any system downtime and incident reports. 

Why Should I Use the Support Portal?

The Support Portal is integral to our new support service objectives, allowing clients to effectively communicate the severity of the issue based on impact to their business. It also allows new tickets to be raised with the relevant information. This helps us to both prioritize, diagnose and resolve cases faster. In short, it helps us to help you.

Historically, tickets have mostly been raised via email. Whilst considered convenient, it can lead to unnecessary back and forth communication to obtain basic or key information before the issue can be investigated. This slows the support process down.

Here is why you should be using the Support Portal:

Why Should I Use The Portal?
What Severity Level Should I Set?

What Severity Level should I set?

More information on Severity definitions and prioritisation are available in our Support Initiation Document.

Severity allows the client to communicate the impact that the issue is having on their business operations. There are 4 severity options to pick from based on the scale of the issue. It is important that clients select an appropriate Severity, so that issues can be prioritised as necessary across the full client base.

How Do I Submit a Ticket?

Click Submit a Ticket

This will take you to the new ticket page, where several fields can be populated based on the issue being raised.

After the standard input-fields, there are now drop-down options under ‘What area do you need support with?’ that will trigger contextual fields based on the nature of the issue. On mouse over, these fields offer more information.

These are split into the following options:

IF: Website Support

  • What is the Website URL?: Website link
  • Smartlink: Product smartlink URL being used 
  • Platform / Shop Type: Please specify Shopify, Magento, Woocomerce etc

IF: CPP / Catalog Support

  • CPP / Catalog Product ID: The unique product identifier 
  • CPP / Catalog Error Code: Specify the error code
  • SmartLink: Product SmartLink URL being used
  • Platform Username: The username used that encountered the issue
  • Technical Information: Please provide additional information on what device, operating system, browser, and version that you are using

IF: OMS / Sales

  • OMS / Sales Order Number / Batch ID: Unique order reference
  • Retailer Company Ref ID: Retail Company that the order is associated with
  • OMS / Sales Error Code: Specify the error code
  • SmartLink: Product SmartLink URL being used
  • Platform Username: The username used that encountered the issue
  • Technical Information: Please provide additional information on what device, operating system, browser, and version that you are using.

We will also be publishing a Support Initiation Document in which we will provide full details of the ways in which our support service prioritize cases, our enhanced out of hours emergency service and the newly implemented automated escalation process.

Enter The Support Portal, Here