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Getting Started with the Shoplogix Help Center

Getting Started with the Shoplogix Help Center

Owned by Tyler Marques (Unlicensed)
Last updated: Sept 20, 2023 by Geisson Velasco
4 min read

Table of Contents

 

The new Shoplogix Help Center is your one-stop-shop for documentation and support requests. Here you can access the growing library of our support documents, and if you can’t find the answers you’re looking for our support team is at the ready to assist you.

Why use our new Help Center?

The new Help Center software centralizes the Shoplogix support experience. This means that all of the documentation and help you need to utilize our Shoplogix solution to the fullest can be accessed from this central location. The new help center also allows us to better monitor feature requests, and allow our customers to see which new features we’re considering and their current development status.

Logging into the Help Center

To gain access to the new help desk, please follow the instructions on how to set up your account:

Setting up your account

If you previously did not have access to our old help center but would like to request access so you can start using the new help center, please email support@shoplogix.com.

If you did have access to the old help center, you will be able to follow the below steps to log into the new help center:

  1. You should have already received an email from the Shoplogix help desk inviting you to log in and set up your new account. If you don’t remember seeing this email, please check your junk/spam folder.

  2. Click the link in the email to be directed to the below screen.

    1. If you did not receive an email please email support@shoplogix.com

3. You can now enter your email address and set your password. This password is separate from the old help center and the rest of the Shoplogix ecosystem. If you have successfully set up your account, you will be greeted with a page that shows various categories to request help in, as well as a search bar for searching the Shoplogix Documentation.

4. You’re all set up! You can now submit requests, view previously submitted requests, and receive real-time updates of the progress of your requests. The support team will communicate with you directly through the help center, keeping a record of the submitted requests and their resolutions. This new help center will also be a hub for information and documentation that will help you fully utilize your Shoplogix solution.

a. If you run into any issues along the way and for whatever reason can’t log into the new help center, please email support@shoplogix.com.

Viewing submitted requests

If you’ve previously submitted a request or someone from your organization has shared a request with you, you can view these requests from the menu in the top right of the page. From this menu, you can choose to view requests based on who has submitted them.

This menu also allows you to see the number of open tickets in each grouping, including those submitted by other users in your organization. If you don’t see an organization here that you expect to have access to, please reach out to support@shoplogix.com.

When you choose a category, you will be further able to filter and view requests in a table format. This allows you to view requests by type, who they were created by, and by their current status. This is a great way to go back and review requests you’ve previously submitted if you need to reference an answer you’ve previously received. You can also search for a specific request from the search bar on this page.

Viewing a single request

When you submit a request to our help center, you’ll be greeted with the request screen. From here you can view the type of request you submitted (technical support, billing question, suggested feature, etc). During the submission process you’ll be able to add additional comments, attachments, turn notifications on or off, and share the request with specific coworkers in your organization so that they are also notified on an update to the request. You can also view the status of a request, which represents the specific state that the ticket is within our workflow. We want to keep you in the loop while we work, so we’ll keep this status up to date as we progress through the work to be done.

Every case has a unique key, this number is specific to a single case and is never repeated. If you need to reference any case, please use this key found in the “Reference” column in the image below.