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How do I submit a support ticket?

1 min readSupport button, bottom-right of the web dashboard

While signed in to the DS-Mate dashboard, select the support button in the bottom-right corner, then Submit a Ticket. Pick a category, add a subject and a description, and select Submit Ticket. Tickets are open to every plan, including Free.

Steps

  1. Sign in to the DS-Mate dashboard and select the support button in the bottom-right corner.
  2. Select Submit a Ticket.
  3. Choose a Category: Billing & Subscription, Technical Issue, Store Integration, Feature Request or Other.
  4. Enter a Subject of up to 150 characters.
  5. Enter a Description of 10 to 5,000 characters. A counter shows how many characters you have used.
  6. Select Submit Ticket. You see Ticket Created! with your ticket number.
  7. Select Submit Another to open a new ticket, or Done to close.

Good to know

  • The support team works Monday to Friday, 7:00 AM to 3:00 PM EST.
  • From Monday to Friday, the team replies within 24 hours. A ticket sent on a Saturday or Sunday gets its reply on the next working day.
  • Your ticket is sent with the name and email on your DS-Mate account, so you do not need to type them.
  • DS-Mate also emails a confirmation with your ticket number to the email on your account.
  • When support replies to your ticket, you get a notification in DS-Mate.
  • You must be signed in. The support button only appears while you are signed in to DS-Mate.
  • On Starter and Growth, Live Chat in the same widget lists your past support conversations.
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