# Contacting Support

## <span style="color: rgb(245, 89, 64);">**Overview**</span>

<span data-preserver-spaces="true">This document will guide you on how to contact support and create a ticket within our systems. It aims to assist you if you need help or have any questions.</span>

### <span style="color: rgb(245, 89, 64);">**<span data-preserver-spaces="true">Locating the Get in Touch Button</span>**</span>

<span data-preserver-spaces="true">To find the get in touch button, click the "Help &amp; Documentation" button in the left-hand menu of your Voila account. Next, click the highlighted "Get in touch" button. Alternatively, you can directly navigate to the support page [here](https://support.despatchcloud.com/). </span>

<video controls="controls" height="475" src="https://shipping-documentation.despatchcloud.app/attachments/237?open=true" style="width: 844px; height: 475px;" width="844"></video>

<p class="callout info">**Click to Play or Pause a Video**</p>

### <span data-preserver-spaces="true" style="color: rgb(245, 89, 64);">**Creating and Submitting a Support Ticket**</span>

1. <span data-preserver-spaces="true">Please enter your inquiry subject in the box to help us quickly understand the general nature of your issue.</span>
2. <span data-preserver-spaces="true">Indicate "Yes" or "No" to specify if this prevents your team from working. This information helps us prioritise critical issues.</span>
3. <span data-preserver-spaces="true">Please</span><span data-preserver-spaces="true"> </span><span data-preserver-spaces="true">provide your name, company name, and the email address associated with your Voila account so we can locate it quickly.</span>
4. <span data-preserver-spaces="true">In this box, describe the problem you are experiencing in detail. Detailed descriptions help us diagnose the issue accurately.</span>
5. <span data-preserver-spaces="true">Select when you first noticed this problem from the available options. Knowing the onset helps us identify potential changes or updates that may have caused the issue.</span>
6. <span data-preserver-spaces="true">Choose the frequency of the problem from the provided options. Understanding how often the problem occurs helps us determine its severity and potential causes.</span>
7. <span data-preserver-spaces="true">Please describe the steps you took to correct the error. This will allow us to replicate the issue and better understand its cause.</span>
8. <span data-preserver-spaces="true">If you encounter error codes or messages, provide the details in this box. Error codes are crucial for diagnosing specific issues.</span>
9. <span data-preserver-spaces="true">Explain how this issue is affecting your business operations. This information helps us understand the urgency and impact of the problem.</span>
10. <span data-preserver-spaces="true">If you have multiple accounts, please specify if this issue is specific to one account or affects all of them. </span><span data-preserver-spaces="true">This</span><span data-preserver-spaces="true"> will help us determine if the problem is isolated or widespread.</span>
11. <span data-preserver-spaces="true">If the issue pertains to a specific order or shipment, please provide the reference, such as the order ID, shipment reference, or product code. </span><span data-preserver-spaces="true">This</span><span data-preserver-spaces="true"> will help us identify the exact transaction in question.</span>
12. <span data-preserver-spaces="true">If you've attempted to troubleshoot the issue yourself, describe your steps and results. This information can expedite our diagnostic process.</span>
13. <span data-preserver-spaces="true">Upload any relevant log files or screenshots. If you have multiple files, place them in a .zip file and upload it as a single file. These attachments provide additional context and evidence for the issue.</span>
14. <span data-preserver-spaces="true">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.</span>
15. <span data-preserver-spaces="true">Click "Submit" to send your ticket. Note your "ticket ID" for future reference when contacting us again. This ID helps us quickly locate your ticket for follow-up communications.</span>

[![](https://documentation.despatchcloud.com/uploads/images/webp/Shipping/Shipping_Ticket_Guide.webp)](https://documentation.despatchcloud.com/uploads/images/webp/Shipping/Shipping_Ticket_Guide.webp)