Help & support: write to the Iraca team
When something isn't working, or you're stuck and the articles here don't cover it, open a support ticket. The Iraca team answers inside Iraca, and you get an email when they do.
Finding Help & support
Click your avatar at the top right and choose Help & support, or click Help & support at the bottom of the sidebar. Everyone on your team can use it, whatever their role.
The page has three things:
- Help center: opens these articles in a new tab.
- Ask Iris: quick answers about your business and how Iraca works. It shows when Iris chat is turned on for your account. See Chat with Iris.
- Your tickets: everything you've written to the Iraca team.
Opening a ticket
- Click New ticket.
- Choose what it's about (see the topics below). The message box then suggests what to tell the team.
- Write a short subject (up to 150 characters) and your message (up to 5,000). Say what you were doing, what happened and what you expected: the more detail, the faster the team can help.
- Click Send.
Topics
| Topic | Choose it for |
|---|---|
| Billing & plan | Charges, invoices, upgrading or downgrading, add-ons, cancelling. Owners and admins only. |
| How do I…? | Using a feature, setting something up. |
| Something's not working | An error, numbers that look wrong, a page that won't load. |
| Channels & integrations | Amazon, Walmart, WooCommerce, shipping labels, payouts. |
| Account & access | Signing in, team members, permissions. |
| Something else | Feedback, a suggestion, anything else. |
The topic sends your ticket to the right people on the Iraca team. If you pick the wrong one, don't worry: the team can move it.
Billing & plan is only for owners and admins, because they manage the plan and its charges. Anyone else sees it greyed out: ask your owner, or choose another topic.
For Something's not working and Channels & integrations, the form also offers Include my browser and my channels' sync status, ticked to start with. It tells the team which browser you use and, for each connected channel, whether it's active and when it last synced. No orders, customers or amounts are sent. Untick it if you'd rather not include it.
The ticket gets a number, like #1042. Use it if you ever mention the ticket somewhere else.
You can open up to 5 tickets a day. If you need to add something, reply on the ticket you already have instead of opening a new one.
Reading and answering a reply
When the Iraca team answers, you get an email, and a dot appears on your avatar and next to Help & support until you open the ticket. The email doesn't take replies: answer in Iraca, in the box under the conversation.
A ticket's status tells you whose turn it is:
| Status | What it means |
|---|---|
| Open | The Iraca team has your latest message. |
| Waiting on you | The team answered and is waiting for your reply. |
| Closed | The question is settled. |
Closing and reopening
Click Close ticket once your question is answered. If the same problem comes back within 30 days, reply on the closed ticket and it opens again. After 30 days it can't be reopened: open a new ticket instead.
Who sees what
Every person sees the tickets they opened. Owners and admins see every ticket of the business, with the name of whoever opened each one, so they can follow along. Only the person who opened a ticket gets the email and the dot when the team replies.
Attaching a conversation with Iris
If you open a ticket from a conversation with Iris and tick Attach this conversation, the ticket shows it as a collapsed Conversation with Iris block, so the team can see what you already asked. Nothing is attached unless you tick the box. See Chat with Iris.