Contacting Neuro Support

The Contacting Neuro Support guide provides a step-by-step overview of how to submit a support ticket within the Neuro platform. If you encounter any issues or require assistance beyond the available help materials, this guide will walk you through the process of reaching our support team efficiently.

Last updated 2 months ago

Accessing the Support Page

To access Neuro’s support system:

  1. Click on the "Helpdesk" button in the left-hand menu.

  2. You will be redirected to the support page, where you can submit a detailed support ticket.

Alternatively, you can directly access the support page via Neuro Support.

Submitting a Support Ticket on Neuro

When submitting a ticket, please provide as much detail as possible to help our team resolve your issue efficiently.

1. Enter Your Inquiry Subject

  • Provide a brief summary of your issue to help us quickly understand the nature of the problem.

2. Indicate the Urgency

  • Select "Yes" or "No" to specify if the issue is preventing your team from working. This helps us prioritise critical issues.

3. Provide Your Account Details

  • Enter your name, company name, and the email address associated with your Neuro account to help us locate your records quickly.

4. Describe the Issue in Detail

  • Provide a clear and detailed description of the problem you are experiencing.

  • If applicable, include steps to reproduce the issue.

5. Select When the Issue Started

  • Indicate the date and time when you first noticed the issue.

  • This helps us identify any system updates or changes that may have caused the problem.

6. Specify How Often the Issue Occurs

  • Choose from the available options to indicate whether the issue is recurring, intermittent, or a one-time occurrence.

  • This information helps us determine the severity and potential causes.

7. Outline Any Troubleshooting Steps Taken

  • List any actions you have already attempted to resolve the issue.

  • This helps us avoid redundant suggestions and speeds up the resolution process.

8. Provide Error Codes or Messages (If Applicable)

  • If you received an error message or code, include it in your ticket.

  • Error codes are crucial for diagnosing specific technical issues.

9. Explain the Business Impact

  • Describe how this issue is affecting your business operations.

  • Providing this context helps us assess the urgency of your request.

10. Clarify the Scope of the Issue

  • If you manage multiple accounts, specify whether the issue is limited to one account or affects all accounts.

  • This helps determine whether the problem is isolated or widespread.

11. Provide Transaction References (If Relevant)

  • If the issue is related to a specific order, shipment, or product, provide relevant identifiers such as:

    • Order ID

    • Shipment reference

    • Product code

12. Attach Supporting Files

  • Upload screenshots, logs, or relevant documents to support your request.

  • If you have multiple files, compress them into a .zip file and upload them as a single attachment. These attachments provide additional context and evidence for the issue.

  • Remember to include any additional information that may have been forgotten earlier, as extra details can be crucial for a comprehensive understanding of the issue.

13. Submit Your Ticket to Neuro Support

  • Click "Submit" to finalise your request.

  • After submission, you will receive a Ticket ID. Keep this ID for reference when following up on your request.

By following these steps, you can ensure that your request is processed efficiently, allowing our support team to assist you as quickly as possible.

By following these streamlined steps, you can leverage Neuro's powerful integrations to automate your business operations and enhance your efficiency across multiple sales channels and platforms.

Need help?

  • Explore more of our documentation,

  • Create a Support Ticket,

  • Reach out to our Support Team for direct assistance on +441377455180.