Submitting a Support Request
Every tier of Jasper PIM includes access to submit a support ticket request. Normal support requests are typically responded to within 2 business days. Urgent requests will be prioritized and responded to by the next available agent.
Before submitting a request
Before you submit a support request please search the knowledge base and visit our troubleshooting section. The answers you are looking for can often be found there. If you have looked at the knowledge base and still require further assistance please continue.
How to submit a ticket
From any page on the Knowledge Base, you can submit a support request ticket by clicking "Submit a Request" in the upper right hand corner of the screen or you can go to Jasper PIM Support - Jira Service Management.
If you need to submit a ticket please include the following:
- Description - Describe in detail the issue you are facing, the steps required to replicate the issue and anything you have tried to solve the issue up to this point
- PIM Version - The version number of your PIM can be found in the lower left of the left side menu just above the copyright notice.
- Are you able to log into the PIM - If you are currently experiencing an inability to log into the PIM please mark No.
- Attachments - Screencaps or short videos of the issue are helpful to diagnose quickly. If video files are too large you can upload them to a cloud storage such as google drive or dropbox and include a link in the description.