The Support page is where you and your team reach Poltura support. You report a problem or ask a question, attach screenshots and files, and follow every request your organization has sent. Each request has its own conversation with the team, which updates while you have it open.
Before you start
Everyone in your organization can use this page, whatever their role. You don't need a store: if setting up your store failed, you can still report it.
Every request belongs to your organization. Everyone in it can see the requests on this page and reply to them, not only the person who sent them.
Send a new request
Open Support in the sidebar and click New request, or press the shortcut on any page of the admin (see Open the form from anywhere).
Choose the type: Bug, Question, Billing or Account.
In What happened? write a short title, then describe it in Details. For a bug you can also add the steps that led there, how often it happens and how bad it is.
Check Area. It is filled in from the page you were on; change it if it is not right.
To show what you see, click Screenshot this page or Attach file. You can attach up to 5 files: images, PDF, text and video.
When you attach anything, tick the box confirming you covered what Poltura staff don't need to see.
Click Send report, or press
Ctrl+Enter(Cmd+Enteron a Mac).
A message confirms the request with its reference, such as PS-1042, and View request opens its conversation. Quote the reference if you write to us about the same problem.
Include technical details is ticked by default. It adds the page you were on, the admin version and the latest errors and failed requests, with personal data removed. Show what is sent displays exactly what goes with the request. Untick it to leave it out.
Open the form from anywhere
Press Ctrl + H (Cmd + Shift + H on a Mac, where Cmd + H hides the browser) on any page of the admin. The form opens over the page, and anything you were editing stays as it was. You also find Report a problem in your user menu and in search (Ctrl + K).
Follow your requests
Requests lists your organization's requests, newest first. Each row shows the reference, the title with the latest reply from Poltura under it, the type, the status, who sent it and when it last changed. A dot next to the reference marks a request with a reply you haven't read yet.
The statuses are:
- Received: we have it and will look at it soon.
- We're on it: Poltura support is working on it.
- Waiting for your reply: we need something from you.
- Resolved: done. If the problem comes back, reply to the request or send a new one.
Use the filters above the list to show All, Open, Waiting for your reply or Resolved requests, and to show one type only. Show all requests clears the filters. A request sent while Poltura support was working in your store shows Poltura support as the sender.
The list updates by itself when Poltura support replies or a status changes, so you don't need to reload the page. The Support entry in the sidebar shows how many replies you haven't read.
The conversation
Click a request to open its conversation. At the top you see its title, status, reference, type, who sent it and when. Below are all messages between your organization and Poltura support, oldest first, with the names of attached files.
To answer, write in Reply and click Send reply, or press Ctrl + Enter (Cmd + Enter on a Mac). Click Attach file to add files. Your reply shows at once as being sent and settles into the conversation shortly after. Everyone in your organization sees the conversation and can reply. A reply to a request that is waiting for you puts it back to We're on it, and a reply to a resolved request opens it again.
While the conversation is open, new replies from Poltura support and status changes appear without a reload. If the conversation can't be shown for a moment, the page says it will appear shortly; your request and its status are safe, and the page fills in by itself.
When Poltura support replies to or resolves a request you sent or replied to, a notice appears under Support in the notifications (the bell at the top of the admin). Opening the request marks it read. Replies are not sent by email.
Screenshot privacy
Before a screenshot of a page leaves your browser, the areas your organization chose are covered with solid blocks:
- Customer details: names, emails, phone numbers and addresses. On by default.
- Order contents: order lines, totals and payment details.
- Payouts and invoices: payouts, invoices and billing amounts.
- Revenue figures: revenue and order numbers in analytics.
You find these switches under Screenshot privacy on the Support page. The choice applies to every screenshot anyone in your organization attaches. Owners and administrators can change it; everyone else sees it read-only.
Good to know
- Some parts of a page can't be captured and show as empty: embedded payment forms, the theme preview and the live globe.
- If you are offline when you send, the request is kept and sent as soon as you are back online, while the admin stays open.
- If the admin cannot reach Poltura at all, email support@poltura.com.
If something goes wrong
- "You've sent several requests in a short time." Wait a little before sending another, or email support@poltura.com.
- An attachment didn't upload. Click Retry next to it, or remove it and attach it again.
- "The report couldn't be sent right now." What you wrote is saved. Try again later; the message shows a reference you can quote to us.
- Support is missing from the sidebar. It is being rolled out and may not be on for your store yet. Email support@poltura.com instead.