At Artelo, we’ve designed our support ticketing system to resolve your issues as efficiently as possible. Whether you’re dealing with an order issue, requesting a feature, reporting a bug, or submitting a general question, the system is here to streamline communication and avoid unnecessary delays.
Submitting Tickets via the In-App Support Link
To ensure the fastest resolution, tickets should be submitted using the in-app support link. This triggers our Intercom chatbot, where you can create and manage your support tickets.
Understanding Artelo's Four Ticket Types
1. Order Issues
Order-related tickets help resolve problems with specific orders. In fact, we allow you to suggest the resolution so that you can manage a smooth and efficient customer service operation. Order issues are top of mind for Artelo's support staff, we strive to get back to you same day and often within the hour.
How This Works: You’ll be asked to describe the issue and propose a resolution (e.g., refund, replacement, or shipping address update).
Why This Matters: By allowing you to suggest a resolution upfront, we reduce back-and-forth communication and speed up the process.
Common Order Issues:
Wrong shipping address
Damaged or missing items
Delays in delivery
2. Feature Requests
Do you have ideas for new features or improvements? Use this category to let us know!
How This Works: Provide details about the feature you’d like to see, and our team will review and log your request for potential implementation.
3. Bug Reports
If you encounter any technical glitches or errors in the Artelo app, report them here.
How This Works: Include a description of the bug, steps to reproduce it, and any relevant screenshots or files.
4. Other
For any general questions or concerns that don’t fall into the categories above, choose "Other."
How This Works: Provide a detailed description of your inquiry, and we’ll get back to you as soon as possible.
How to Create a Ticket
Creating a ticket is easy and takes just a few steps:
Open Support: In the Artelo app, click on the Support link. This will open up the Intercom support widget
Click "Contact Support": This will open the ticket creation menu.
Choose a Ticket Type: Select the category that best fits your issue.
Fill Out the Ticket: Provide all necessary details, including descriptions, attachments (if applicable), and your proposed resolution for order-related issues.
How Can I View My Previous Tickets?
You can view all your submitted tickets and their statuses on the support widget's home screen. Here, you’ll find:
Open tickets: Issues still under review.
Resolved tickets: Completed tickets with finalized resolutions.
Ticket details: Each ticket includes a history of communication and updates.
How Will I Be Notified of Ticket Updates?
You’ll receive notifications for all ticket updates, including responses from Artelo support:
In the Support Widget: Updates will appear directly in the in-app support chat.
Via Email: You’ll also get email notifications for every ticket update, ensuring you stay informed.
By using our in-app support system, you can quickly and efficiently resolve your issues without unnecessary delays. If you have any questions or need further assistance, don’t hesitate to reach out via the Support page!