Support

Create a support ticket

In this section, you will learn how to create a support ticket for Shopware 6 (PaaS).

Support tickets overview

To receive support for Shopware 6 (PaaS), log in at console.shopware.com. There you will see your username with a small arrow in the top right corner.
Go to the arrow to open the drop-down menu and click on Support (1).

 

Now you are in the support ticket overview. Here you can see all the tickets you have already opened and their status. (3) 
To create a new ticket, click on + New Ticket(2) to see the ticket overview.

There are the following statuses:
Open: The ticket will be processed shortly by a colleague from Technical Support.
On-Hold: A colleague from technical support is already working on your ticket.
Solved: The ticket has been successfully resolved.
Closed: The ticket has been closed.

Create a new support ticket

Now you can fill in a new ticket with the corresponding items and create it via the Submit button (9) or cancel it via the Cancel button (10).

Project (1): Select your PaaS project for which you want to create a new ticket.
Select category (2): Select the category of the ticket, e.g. if you have a general question.
Select priority (3): You can select the ticket's priority, indicating if it is a big problem or a more minor problem. By mouseover on the info button, you will get to the documentation on how to identify the priority of your ticket.
Ticket subject (4): Enter a meaningful title for the ticket.
Description (5): Describe your request or problem regarding the selected category and your concern.
Attach file (6): You can attach files to send pictures or logs.
Environment (7): Select the affected environment.
Affected URL (8): You can enter the corresponding domain.
Submit (9): Once you have filled in all the fields, you can create the support ticket by clicking on Submit.
Cancel (10): With this button you can cancel the creation of the support ticket.

After you have successfully created your ticket, you can go to the ticket overview to view the current processing status.
You can also submit additional information and view the support's response to you.
If your ticket has been solved by the support's answer, you can go to Solve Ticket(1) in the upper right corner and close the ticket yourself.