TABLE OF CONTENTS

Contacting ACME Product Support

ACME Product Support is here to answer your questions about the platform, recommend advice on best practices, and investigate reported issues.


Our Support team can be reached on the following channels during your regular business hours:


- Submit a help ticket by visiting support.acmeticketing.com 

- Email us at support@acmeticketing.com


Questions regarding our API integrations can be sent to api-help@acmeticketing.com or developers.acmeticketing.com


Please note that during peak times, an agent may not be immediately available. Messages or emails left will all be returned as quickly as possible and in accordance with our Service Level Agreement (SLA).


If you are experiencing an outage or a critical system issue, please call our Critical Issue Hotline at (408) 475-1156. 

How to Write a Support Ticket


When reaching out to ACME Product Support, there are some best practices we recommend. Following these guidelines allows us to help you more quickly, and minimizes the need for back and forth follow up questions.

  1. Use a unique and specific subject

    • If this is a regular request, use something like a date to distinguish from prior requests.
    • Using specifics like POS vs Backoffice, what the issue is with (making a ticket sale vs updating an order

  2. Include important information in the body

    • Include the order number, membership number, and/or full event name related to your issue. If it's a broader issue, include some examples. If a customer reported something with additional details, please share that with us.
    • Include a screenshot or image of the issue if you can. Try to include as wide a frame as possible, so we can see the context of the screen, which often helps us narrow down where/when the reported issue is occurring.
    • Details about what documentation you have looked at, the specific steps you are trying to take, and at what point you are running into a problem all help.

  3. Think about how much information you are including

    • Without enough information provided, we might misunderstand the issue and provide information that doesn't apply, or need to ask for follow up information before we can assist, which delays the resolution.
    • If too much information is provided, it gets confusing and it can make it difficult for us to understand the issue. Again, we might misunderstand and provide information that doesn't apply, or need to ask for follow up information before we can assist, which delays the resolution.

  4. Create separate tickets for separate issues

    • You might encounter multiple questions or issues and need to contact Support about those items at the same time. If they are separate issues, please make separate tickets for each. This allows us and you to keep the items straight, and allows us to make sure we know what problems are still outstanding and what has been resolved.

  5. Maintain the thread

    • Include follow ups, replies, or additional information in the same ticket thread. This makes it easier for us and for you to find all the related information, since it is all in one place. If you need to, you can always copy and paste information into a reply, instead of forwarding it separately.

Examples

Member Checkout Issue

Complete Ticket

  • The specific member and event information have been included, as well as a clear summary of the steps they have taken to troubleshoot. This allows us to look at all the related components quickly and easily.


Incomplete Ticket

  • This ticket doesn't include a specific subject or details about the issue occurring in the body of the message. While it does help to have a screenshot, without any context about the problem or what is unexpected, we don't know what the issue is, and therefore what to focus on. 
  • An explanation of what is missing or unexpected, as well as the member ID for this member would be needed before we could start troubleshooting.



Event Configuration Issue

Complete Ticket

  • The relevant info has been communicated and we can see what the user is seeing via the screenshot. This allows us to check the event and price list and see where the issue is occurring without needing to ask for additional information.


Incomplete Ticket

  • This should probably be three separate tickets, each with additional information. Because this is one ticket, it's hard for us and for you to keep track if all the issues have been resolved and it's easy to miss an update.
  • The subject is not unique and doesn't indicate the type of question or issue contained within. No additional or specific information about any of the issues is included, which we need in order to get to a resolution. 
  • It is unclear exactly what the user is experiencing or what they they were trying when any of these issues occurred. Because this email is so broad, we would need to ask a number of clarifying questions to determine what kind of problem(s) this is referring to (software, hardware, user process, configuration issue, etc) before we could then determine how to resolve.