Terra Dotta offers two primary support options to ensure you get the help you need: Support Tickets and Live Chat. To access these options you must log into your Help Center account*. Both options provide a tailored approach to addressing specific challenges and inquiries, allowing users to resolve issues quickly and effectively. In this article, we will explore how to use both channels for various troubleshooting, error resolution, and system customization needs.
*Need a Help Center account? See the following article: Navigating Terra Dotta's New Help Center> Help Center Accounts
Support Tickets
Go here for: Help with persistent issues, software errors, misconfigurations, security concerns, and integration updates.
Our Support team is equipped to help you if you encounter persistent issues that basic troubleshooting can't resolve, experience software error messages, or need help with misconfigurations. Additionally, Support can assist with security concerns, custom processes, and facilitate integration updates. Our Support team commonly helps with SSL certificates, SSO login issues, and data adjustments. Opening a ticket ensures any rising issues are documented and addressed systematically.
Note: If you do not yet have a Help Center account, this link will not work. Contact your Customer Success Manager for assistance gaining an account.
Opening a Support Ticket
To open a support ticket, navigate to the Report an Issue tab within the Help Center:
If you are not logged in, the Open an Ticket icon will be greyed out:
Clicking on the icon will open the following modal:
From this modal, click the words log in if you have a Help Center account. Follow the prompts to log in and return to the Report an Issue tab. Logging into your account will unlock the Open a Ticket option; it will now appear in black:
Click on this icon to be taken to our ticket submission form:
Complete the fields and select Submit.
Revisiting Open Tickets
You can revisit your tickets by navigating to your profile icon and name in the upper right corner of the Help Center, and selecting My tickets:
The My Tickets page provides easy access to all tickets you have opened with Terra Dotta Support. My Requests displays the tickets you have opened. If others in your organization have CC'd you in tickets they have opened, you will find those tickets in the Requests I am CC'd on section.
Note: Depending on your level of access, you may also be able to see organizational requests.
Support Ticket Statuses
Terra Dotta attempts to solve support tickets as quickly as possible. Sometimes circumstances prevent us from solving an issue as quickly as we would like. Even when you do not see visible progress on a ticket, there is activity taking place behind the scenes as the Support team collaborates with Product, Development, and/or Engineering. In order to provide better visibility on the status of these tickets, Terra Dotta has implemented additional ticket statuses that will provide you with more insight.
Below is a list of the statuses you might see with an explanation of the meanings of each status:
|
Open |
The ticket is actively being worked on by Terra Dotta's Support team. | |
| Awaiting your Reply | A Support Agent has asked for you to provide additional information and is waiting for you to reply. You will receive reminders to respond while your ticket remains in this status. | |
|
Immediate Priority |
A significant issue has been identified, and Terra Dotta Product and Engineering is handling it immediately as a top priority. | |
| High Priority | An impactful issue has been identified. The Product team is working on an update to correct the problem. This will typically be resolved within one or two development cycles. | |
| Consideration | We recognize that a defect exists, and the Product team plans to address it. There is a reasonable workaround, and the issue will be updated in a future development cycle, although a timeline can likely not be provided. | |
| Acknowledged | This is recognized as a minor defect. The Product team will consider this along with other issues and priorities as they plan future development cycles. | |
| Solved | The ticket is closed. |
If you have further questions regarding Support Ticket Statuses, contact your Customer Success Manager.
Filtering Tickets:
Clicking the Filter button opens the Filter by Status modal, which allows ticket owners to filter their tickets by status:
Select the status you want to filter by within the model to view your filtered results. In this example, we have selected High Priority:
Selecting your desired status provides you with a filtered list of your tickets. To add another status to your filter, click the filter button again and select another status.
To remove a filter option, click the X next to the applied filter's name:
Sorting Tickets:
Tickets can be sorted by Created Date, Updated Date, and Status. Clicking the up/down carets to the right of the column name sorts your date columns from oldest to newest or vice versa. Sorting by status groups tickets with like statuses:
Live Chat
Go here for: Quick "how to" questions, urgent issues, basic troubleshooting, general questions, advice, and more.
Staffed by our Support and Subject Matter Expert teams, live chat provides immediate assistance from real Terra Dotta experts. Available Monday to Thursday, 9 AM – 7 PM ET and Friday, 9am to 5pm ET, it’s the perfect resource for how-to questions, urgent issues, troubleshooting, unexpected errors, general inquiries, advice, and more.
Note: If you do not yet have a Help Center account, you will not be able to open a live chat. Contact your Customer Success Manager for assistance gaining an account.
Opening a Live Chat
To open a live chat, navigate to the Report an Issue tab within the Help Center:
If you are not logged in, the Live Chat icon will be greyed out:
Clicking on the icon will open the following modal:
From this modal, click the words log in if you have a Help Center account. Follow the prompts to log in and return to the Report an Issue tab. Logging into your account will unlock the Live Chat option; it will now appear in black:
Click this icon to launch the Live Chat modal. Enter your email, select the product at pertains to your question, and click Send:
You can now enter your message, attach any supporting photos/media, and click enter on your keyboard. A Terra Dotta representative will be with you in just a moment.
Revisiting Chats
You can revisit your chats by navigating to your profile icon/name in the upper right corner of the Help Center, and selecting My tickets from the drop down:
Once opened, chats become tickets. You can revisit your chats (tickets) by navigating to your profile icon and name in the upper right corner of the Help Center, and selecting My tickets:
The My Tickets page provides easy access to all tickets & chats you have opened with Terra Dotta Support. My Requests displays the tickets you have opened. If others in your organization have CC'd you in tickets they have opened, you will find those tickets in the Requests I am CC'd on section.
Note: Depending on your level of access, you may also be able to see organizational requests.