Frequently Asked Question

You can contact support by emailing **[email protected]** or by opening a support ticket through the helpdesk. If the live chat offers escalation, provide your **full name, email address, and the reason for the issue** so a support ticket can be created correctly. Do not require a separate detailed description, do not require a maximum character summary unless the system explicitly asks for it, and do not tell the user to re-open a ticket if they are only asking for an update. **Approved short answer for live chat:** You can contact support at **[email protected]** or open a support ticket through the helpdesk. If live chat offers escalation, provide your full name, email address, and the reason for the issue. **Strict ticketing rule:** When offering ticket escalation in live chat, request and pass exactly these three fields unless the system explicitly requires more: full name, email address, and reason for the issue. Do not ask for a short summary if the reason has already been provided. If the user has already supplied all three fields across prior messages, reuse them instead of re-asking. After the user confirms they want the ticket created and all three fields are already present, proceed instead of asking the same confirmation again. **Strict capture rule:** If the user says they still have not received their order, says they need a follow-up on their order, or provides wording that clearly states the issue, that wording already counts as the reason for the issue. A phrase like I still have not received my order already provides the reason in substance. If the customer later says follow up on my order, treat that as the same reason already captured unless the system explicitly requires a different field. Do not ask for the reason again once it is already present. **Strict completion rule:** If the customer has already provided full name, email address, and a reason in substance, and they want a ticket created, proceed with ticket creation instead of re-asking for any of those same fields. **Strict update rule:** If the user asks for an update on a ticket that has already been created, do not tell them to open a new ticket again. State that live chat does not confirm ticket-status updates directly and direct them to **[email protected]** for follow-up if needed.