For your convenience, we provide you with several ways to contact us:
- Submitting a ticket via the Help Center in the admin panel
- Using the form Contact Support
- Sending an email to feedback@searchanise.io
Writing a clear and detailed support ticket speeds up the examining process. It saves us a lot of time in going back and forth, and as a result, we can help you be on your way to reaching your goals.
The steps that make your ticket effective:
1. Don’t panic.
2. Describe your request in detail by adding screenshots of the issue.
3. Provide us with step-by-step instructions on reproducing the issue.
4. Give us your permission to make changes to your store in the frame of examining.
5. Grant us valid access to your store and the app.
Don’t panic
Before you start writing a support ticket, try to stay calm. You may find this piece of advice silly, but remaining calm helps you explain your issue efficiently. When you do, it also allows us to solve the problem as fast as possible.
Describe the issue in detail
When contacting our support team, you usually have a specific request and its end goal in mind. The best way is to tell us what you wanted to accomplish before the issue happened. Try to describe the case in as many details as possible. Make it simple so anyone can understand what’s wrong and what bothers you.
To get your request fully clear, we would highly appreciate it if you attached the screenshots or screen recordings reproducing the issue. They will help us troubleshoot the problem.
Explain how to reproduce the issue
Before we can start fixing the issue, we need to reproduce it first. The examination will lead us to find the reason for the problem and its solution. Therefore, please describe the request step-by-step to proceed with solving it faster.
Confirm that we can make changes to store data
Sometimes, we may need to make changes to the app files in your store to fix the issue. If that happens, having your confirmation from the start, we will resolve the matter faster.
Grant us valid access to your store and the app
If you would like us to fix the issue in your store, it’s apparent that we will need access to it. Providing access via partners.shopify.com and your request will save a lot of time, and we could then start working on the issue immediately.
