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      Reporting an issue

      How to report an issue in Plytix

      It is possible that as you work in the PIM, you may come across an issue with the system. Whenever this is the case you can reach out to us so that we will take care of it and fix it so that you can work as smoothly as before. In this article you will find out what to do if you ever experience any issues within our platform. 

       

      Report an Issue

      Assesment of Reported Issue

       

      *Skip to any section in this article by clicking on the links above

      Report an Issue

      When you are working in your PIM account and experience any issues, you can immediately report these from your account.

      1. Click on the little question mark icon right next to your account name in the main menu
      2. Click on 'Contact Support'

        contact-support
      3. You will be redirected to the chat in our Help Center. Click on 'Send Message' to contact the Plytix Support Team. 

        Then, insert your e-mail address (which we will refer to if future follow-up is needed), and explain the issue you are facing. A representative from our support team will get back to you as soon as possible!

      support-chat

       

      💡 When reporting an issue, please make sure to be as clear and precise as possible. The more context we receive, the easier it will be for us to understand better what the issue is that you are experiencing and how we can best solve it. Remember: the more, the merrier!  



      Assessment of reported issue

      Once you have submitted your reported issue, our Customer Success Team will look into it within the next 8 working hours and take one the following three steps:

      1. They will reach out to you to request further information
      2. They will help you fix and/or overcome this issue 
      3. If this issue appears to be of more technical nature and requires some fixing from the development team, they will escalate a ticket on your account 

      ℹī¸ In the first two scenarios depending on the issue you are experiencing you might get an immediate fix and/or workaround.

       

      ⚠ī¸ If the issue you are experiencing turns out to be more complex, our development team will need to look into this which might require some more time until you can expect a fix.


      If you would like to know more about how an issue gets processed once it was escalated as a ticket, check out this article. 

       

      What's Next

       

      Is there anything you were hoping to find in this article that is missing? Did this article answer the questions you had? Let us know in our Help Center feedback form! 🙌

       

      If you have any questions just click on the chat box in the bottom-right corner and we'll be happy to answer them...

      and please let us know 👇