Get Help

Submit tickets, find resources, and contact support—all without leaving Sharkforce.

Quick Overview

The Support Center lets you:

Submit support tickets
See your support tier and what it includes
Find documentation and resources
Contact support directly

What You See First

Support level:

Badge shows your tier (Community, Email, Chat, or Dedicated)
See what's included:
- Response time (how fast you'll hear back)
- Resolution time (how fast issues get fixed)
- Availability (when support is available)

Quick resources:

Three cards link to:
- Documentation – Full guides and how-tos
- Community – Connect with other users
- FAQ – Common questions and answers

Submitting a Ticket

Fill out the form:

Choose a channel – Pick how you want to be contacted (email, chat, concierge, etc.)
- Each channel shows if it's available for your plan
- You'll only see channels you can access
Set priority – Choose how urgent it is:
- Low – General questions, non-urgent
- Medium – Normal issues
- High – Important problems
- Critical – Outages or blocking issues
- Color coding makes urgency obvious
Title & Description – Tell us what you need:
- Title – Brief summary (required)
- Description – Full details (required)
- Be specific so we can help faster
Submit – Click to send your ticket
- Button disables while sending
- You'll see success or error messages
- Form stays filled if there's an error (so you don't lose your work)

Contact Options

Direct contact:

See your support email, phone number, or chat URL
Copy buttons for quick access
External links to contact methods
Success manager contact (if you have one)

Everything is based on your support tier and what's available for your plan.

Real Situations

Organization not found error?
→ Make sure you're in the correct organization. Switch organizations if needed and try again.

Ticket submission fails?
→ Check the error message for details. Common issues:

Missing required fields (title or description)
Network connection problems
Try again after checking your connection

Can't access a support channel?
→ That channel might not be available for your plan. Choose a different channel or upgrade your plan to access more options.

Need to follow up on a ticket?
→ Use this same form to submit a follow-up. Include your original ticket number in the description to help support connect it.

Best Practices

Include context:

Paste workflow IDs, organization names, or user emails in your description
This helps support find the right information faster
Include any error messages you're seeing

Choose the right priority:

Critical should be for outages or issues blocking your entire team
Lower priorities keep response times realistic
Overusing "Critical" can slow down response times

Document what you've tried:

Mention if you already tried refreshing, switching organizations, etc.
This helps support skip redundant troubleshooting steps
Saves time for everyone

What Happens Next

Tickets are submitted immediately
You'll get a confirmation
Support responds according to your tier's SLA
You can track progress through your support channel

Whenever you need help, remind your team that this same form exists so they can get support without leaving the product.

Support & Escalations