Submit a support ticket if you run into issues in integrator.io—such as flow errors, stopped integrations, billing questions, or integration app problems. Any signed-in user can submit a ticket directly from the platform or the Help Center. This article explains when a ticket is the right route, how to open and complete the form so Celigo Support can start on your issue immediately, and where to find the tickets you've submitted.
Submit a ticket or ask the community
A support ticket is for a technical problem with your account or integrations. For everything else, use the Celigo Connective community, where Celigo employees and other customers answer questions:
| Use a support ticket when | Use Celigo Connective when |
|---|---|
| A flow, integration, or connection is failing or has stopped running | You want to ask how to do something |
| You see errors while creating or editing flows | You want to request a new feature or a change to an existing one |
| You need help with billing or your subscription | You want to give general feedback about the platform |
| An integration app isn't working as expected | You'd like a quick answer before deciding whether to open a ticket |
For more information, see Get help from the community – Celigo Connective.
Before you begin
- You must be signed in to integrator.io for your region to submit a ticket. Accounts are data-center specific, so sign-in credentials only work in their designated region.
- If Celigo is implementing the integration for you, contact your implementation team's Project Manager instead of opening a ticket.
- Consider enabling Support access so that Celigo Support can view the affected integrations or flows for a limited time without you sharing credentials. See Allow Celigo Support to temporarily access your account.
- Gather the details that let Support act on the ticket right away:
- The exact error message, if any
- The names of the integration and flows affected
- What you've already tried
- Links to any community posts you've made or Help Center articles you've followed
- Screenshots or a short video showing the whole screen, not only the error, so Support can see the context
Open the ticket form
Any signed-in user can submit a ticket directly from the platform or the Help Center.
-
From integrator.io, select Help
> Submit a ticket.
- From the Help Center, select Submit a request at the top right, then sign in to integrator.io if prompted.
Complete the form
-
Select the category, and then select the subcategory that best matches your issue. If none is an obvious fit, search the Help Center or Celigo Connective for similar problems to see how they're classified. The category decides which support team receives the ticket, so a wrong choice delays your answer: a ticket about the Shopify – NetSuite integration app that's filed under integrator.io has to be reassigned before anyone can work on it.
Category Choose it for integrator.io Any issue with your integrator.io account, flows, connections, or billing API Management platform Issues with API Management. Available only if your subscription includes API Management; it doesn't cover API builder features (Integration apps) Issues with an integration app installed from the Marketplace - Enter a Subject that summarizes the issue in one line.
- In Description, describe what you expected, what happened instead, and the exact error text.
- Select the Urgency that matches the impact on your integrations. See Urgency levels.
- Complete the remaining required fields. For what each one asks, see Ticket fields.
- Complete any optional fields that apply, attach your screenshots or video, and submit the ticket.
Ticket fields
The fields are the same whichever category you choose. Integration-app tickets add a few fields that depend on the app, such as the flow type or the import or export involved.
| Field | Required | Description |
|---|---|---|
| Subject | Yes | A one-line summary of the issue. |
| Description | Yes | A detailed description of the issue, including any error messages. |
| Urgency | Yes | The impact on your integrations. See Urgency levels. |
| I have enabled the Support Access feature | Yes | Whether you've turned on Support access so that Celigo Support can view the affected integrations or flows for a limited time. See Allow Celigo Support to temporarily access your account. |
| Consent to use Credentials | Yes | Whether Celigo Support may sign in with your account credentials. Choose one: allow Celigo Support to use credentials you've already shared; have Celigo Support contact you for new credentials; or don't allow Celigo Support to sign in with your credentials. If you share credentials, Celigo asks you to provide them through LastPass—see Share credentials with Celigo Support using LastPass. For how your credentials are handled, see the Celigo Privacy Policy. |
| Preferred Time Zone | Yes | Your local time zone, used to schedule any calls with Support. |
| Do you currently have an open project with Celigo to implement this integration? | Yes | Whether Celigo is implementing this integration for you. If so, contact your Project Manager rather than Support. |
| Environment | Yes | The environment where the issue occurs. |
| integrator.io category | Yes | The subcategory that most closely matches the issue. |
| CC | No | Email addresses of colleagues to include on the ticket. |
| Please select the endpoint(s) involved | No | The applications connected to integrator.io that are involved in the issue. |
| Integration Name | No | The integration where the issue occurs. |
| Flow Name | No | The flow where the issue occurs. |
| Celigo Partner | No | Whether you're submitting the ticket as a Celigo partner. |
| Attachments | No | Screenshots or videos of the issue. Capture the whole screen rather than only the error. |
Urgency levels
| Level | Meaning |
|---|---|
| Low | The issue matters but doesn't need an immediate fix, and your integrations keep running. |
| Normal | The issue affects your integrations but isn't breaking major parts of them. |
| High | The issue may be stopping an integration from performing as it should. |
| Urgent | The issue has nearly or completely stopped your integrations. |
Find your requests
You can find your recently submitted support tickets by signing in to Celigo's Help Center.
- Select the arrow next to your account name.
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Select Requests.
Successfully submitted requests appear immediately under My requests with a ticket number. If you don't see your request listed there, it wasn't created and you won't receive a confirmation email.
If the form reset without creating a ticket, open a private or incognito window, sign in, and resubmit your request through the Celigo Support request form. Be sure to use your regional account sign-in. In your description, note that your first attempt wasn't created so Support can remove any duplicates.
Troubleshooting
Symptom — In integrator.io, Help > Submit a ticket opens the Help panel but the ticket form doesn't load, or the request can't be submitted.
Cause — A browser extension or browser setting is blocking the embedded form.
Resolution — Try another browser, such as Chrome or Firefox, or submit the ticket from the Help Center with Submit a request.
Symptom — After an integrator.io account is transferred from one user to another (see Transfer account ownership to another user), the new or previous owner can't sign in to see their support tickets.
Cause — Help Center access is tied to the integrator.io account. After a transfer, the Help Center needs to see the right owner sign in first.
Resolution — Immediately after the transfer, have the correct person open the ticket form from integrator.io (Help > Submit a ticket):
- If the previous owner's integrator.io account will no longer be used, the new owner signs in first.
- If the new owner is a shared account (for example, a generic team email) that your employees use to sign in to integrator.io, and the previous owner continues to use integrator.io as a regular user, the previous owner signs in first.