How can I create a support ticket?

A support ticket can be created in the Shop owner section > Support. To do this, locate the button “Request support” in the top right corner.
Select the shop for which you need support and write down your concerns including access data for the Shopware administration, database and PHPMyAdmin. Our Support Team will contact you in a timely manner via the support form in the account. The entire communication with our Support Team takes place exclusively via the shop owner account and not via other communication channels. You will receive an email notifying you of a response from our Support Team.

When do I receive a response to my support ticket?

The response times for the created support ticket depend on the subscription. There are four different levels: Silver, Gold, Platinum and Diamond subscription. The response times vary between three working days and two working hours. Please note that the response times for the developer support are different. Please also note that the Platinum subscription is only available for Shopware 5 Professional Plus Edition.

What is the difference between Shopware support & plugin support?

In the Support section of the shop owner account, you can either submit a support request for our Technical Support or submit a support request for a plugin. You purchased a plugin from our Community Store and are now faced with a technical issue? Then you should ask the plugin manufacturer for support via the support form.

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