Zendesk Support Ticket Type Definitions

Below are the types of ticket requests we handle.

• Change Request: Submit a change request ticket for changes to areas that Athos Commerce has implemented, such as autocomplete, filters, or other updates like changing the color of a button, adding badges, etc.
• Issue: For problems while using our product or service, create an issue ticket. This could be for issues such as the sort function not working as expected, broken images, indexing errors, reporting issues, incorrect pricing, etc. To help expedite troubleshooting, please provide the current behavior and the expected behavior, along with instructions for replicating the problem. Any product examples or page links are also helpful.

Note: If your issue is urgent, such as a customer unable to search, incorrect pricing, or broken/no images on the PLP, we strongly recommend that you include the word URGENT in the subject line. Doing so will ensure that our dedicated support team is paged right away and can take action to resolve the issue.

• Training: If you need information about how to use our products or services, create a training ticket. Our team will provide training materials and resources to help you get up to speed.
• Account Management: If you require assistance with managing your account, such as updating billing information or changing account settings, create an account management ticket.

We hope this information is helpful to you. If you have any questions or require further assistance, please submit a ticket, and our team will be happy to help.