Support tickets allow you to report an issue, ask questions about integrator.io, resolve billing issues, or get help with Integration Applications. By submitting a ticket, we can help you with any number of system, integration, connection, or flow issues.
Not sure if you should submit a support ticket or provide feedback? Support tickets are created when you have a technical issue with your integrations. This could be reflected by errors when creating or editing flows, malfunctioning or non-functioning integrations, or system-breaking problems.
You can submit a support ticket using the Celigo Help Center or the Celigo platform.
On the other hand, providing feedback is appropriate when you want a new feature, want changes to an existing feature, or wish to submit general feedback about the Celigo platform.
You can submit a support ticket while signed into the Celigo platform or via the Help Center.
You can submit a support ticket while signed into integrator.io using the Help menu at the top left of the screen. Click Submit a ticket to continue creating your ticket.
There are three options for submitting a support ticket.
Warning
Choosing the correct category affects your entire support ticket process. For example, if you have an issue with the Shopify – NetSuite Integration App but select integrator.io, your ticket won't reach the proper support team (Shopify). Instead, it will be routed to the integrator.io team, who will have to transfer your ticket to the Shopify team.
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integrator.io: This covers any troubleshooting questions about your integrator.io instance.
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General, billing, other: This covers any general, billing, or other questions about integrator.io.
This section is meant to answer questions about integrator.io as a platform, not for integrator.io troubleshooting help. To get troubleshooting help, use the integrator.io instance.
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Integration App: This covers support tickets related to your chosen Integration App.
Submit a support ticket
Use subcategories to narrow your topic further, which helps the Support team resolve issues quickly.
If you're not sure which subcategory to select, try searching for similar topics in the help center or community posts to get further background on the listed topics.
Regardless, you still need to provide basic information about your integrator.io instance.
Tip
Remember, providing the most information possible on a ticket will give you the fastest and easiest resolution. Example details you should include:
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Error messages (can be provided in the description).
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Integration and flows encountering the issue.
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Any attempted resolutions of the issue.
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Any community questions you've posted or help center articles you've reviewed.
Required fields must be completed to submit a ticket.
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Subject: A quick summary of your issue.
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Description: An in-depth description of your issue.
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Urgency: The priority or level of concern for the issue.
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Low: A low-priority issue is important but doesn't need to be resolved immediately. Low-priority issues usually don't break your integrations.
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Normal: A normal priority issue is important, but is not breaking major parts of your integrations.
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High: A high-priority issue is important and might be preventing your integration from performing at its best.
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Urgent: An urgent issue is important and is nearly or completely stopping your integrations from performing as expected.
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Consent to use Credentials: Consent to allow Celigo Support staff to use your account credentials to sign into your account. You can:
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Have Celigo Support use previously shared credentials.
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Have Celigo Support contact you for new credentials.
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Refuse to grant Celigo Support permission to use provided account credentials to sign into your account.
Privacy notice: I acknowledge that providing access to my platform(s) credentials may involve sharing personal and confidential information with Celigo and its employees, including but not limited to usernames, passwords, and other account details. I understand that Celigo will take reasonable measures to ensure the security and privacy of my personal and confidential information, as set forth in our Privacy Policy (https://www.celigo.com/privacy/). I confirm that I am the rightful owner and/or authorized user of the platform(s). I understand that to access my platform(s) credentials, Celigo and its employees may request that I update and/or share my credentials via LastPass, a secure password manager.
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Preferred Time Zone: Your local time zone. This helps schedule meetings appropriately.
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Do you currently have an open project with Celigo to implement this integration? This will determine whether you have any open projects with Celigo to implement the integration you're submitting a ticket for.
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Environment: In what environment is your issue occurring?
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Sandbox: Your testing environment.
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Beta: A beta or secondary testing environment.
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Production: Your production or "live" environment.
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integrator.io Subcategory: Select the subcategory most similar to your issue.
Optional fields are not required but help the Support team understand and solve the issue.
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CC: Other co-workers you would like to include in the support ticket (by including their email).
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integrator.io connected applications (endpoints): Any applications connected to integrator.io that might be related to the issue.
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Integration Name: The name of the erroring integration.
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Flow Name: The name of your erroring flow.
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Celigo Partner: If you are or are not a Celigo partner.
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Attachments: Any screenshots or videos of your errors.
Note
Include as many images or videos of your errors as possible. When submitting an image, ensure the entire screen is visible rather than just the error. This will help provide context for the support team.
Poor screenshot
Good screenshot
This subsection is for any general questions about the Celigo platform, to resolve billing errors, or for any other miscellaneous questions you might have.
Note
This section is meant for questions about integrator.io as a platform, not for integrator.io error or troubleshooting help. To get error or troubleshooting assistance, use the integrator.io option.
Integration apps represent fully functional pre-built integrations you can install into your integrator.io account from the integrator.io Marketplace. They include an installer, an uninstaller, and a settings interface. Developers can push updates anytime for any connector to their entire install base. Integration apps mainly comprise code that uses the integrator.io API to interact with a user’s account. All components created in a customer’s account are tagged with the integration app’s ID (via the _connectorId field). An integration app can modify only those components tagged with its own. The schema primarily lists an integration app in the integrator.io marketplace with a description, image URL, website URL, and so forth.
You can find your recently submitted support tickets by logging into Celigo's Help Center.
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Select your profile avatar.
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Select My Activities.
If you have transferred accounts between users, you must access the support ticket center immediately to avoid login issues when accessing your support tickets. You can do this in integrator.io by clicking Help → Submit ticket in the Celigo platform or by following the steps above. Note that one of the following conditions must be true.
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If the previous owner's integrator.io account is not going to be used,
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The new account owner should visit the support ticket center first.
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–or–
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If the new integrator.io account owner is a generic email,
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AND your organization's employees are using integrator.io with that account
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AND the previous owner is also a regular user
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Then, the old account owner should visit the support ticket center first.
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You can give the Support team access to assist you by providing your credentials via LastPass. Please be aware that Celigo Support cannot accept an invitation to any individual account that requires them to use your SSO provider. If you share your integrator credentials, you should remove the SSO requirement for your account before sending the information via LastPass.
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