How our product support works?

Created by Thariha Lappasi Lappasi Radhakrishnan, Modified on Wed, 15 Apr at 2:24 PM by Thariha Lappasi Lappasi Radhakrishnan

Our product support portal helps you access self-serve resources, raise requests, and track the status of your requests - all in one place.

1. Access the Support Portal

To get started, open the support portal using the link:

https://support-prism-us.shopalyst.ai/support/home

You will be prompted to sign up using your registered email ID first.

Once signed up, you can begin accessing all features of the portal.

You will see three main sections:

Knowledge Base
Submit a Ticket
Tickets

2. Knowledge Base

This section contains self-service articles that can help you navigate through the portal. You can search or browse through topics to find relevant instructions and explanations.

3. Submit a Ticket

Use this option when you need direct help from our product support team.

When submitting a ticket, provide as much detail as possible to help us resolve your query or serve your requirement faster and more accurately.

4. Tickets (Track Your Requests)

The Tickets section shows all the requests you have raised.

Here you can:

View all your tickets in one place
Check current status (Open, Awaiting your reply, etc.)
Track ETA or expected resolution timelines
Review updates and responses from the tea

Click on any ticket to view full details, ongoing communication, and progress updates.