Getting help
On this page
When something does not work as expected, or you have a question these docs do not answer, contact the Kartlo team from the Support app on your desk. Every conversation is a ticket, and every reply appears in the same place.
Open Support#
You can open Support in any of these ways:
- Click the Support shortcut on your desk, or find it in the Launchpad under Administration.
- Click Help on the taskbar and choose Support.
- On a phone, tap your avatar and choose Support.
When Kartlo replies, the Help button on the taskbar shows the number of unread messages, so you do not need to keep checking.
Open a ticket#
To ask for help:
- In Support, click New ticket.
- Enter a short Subject.
- Choose a Priority (see below).
- Under What's going on?, describe the problem: the steps you took, what you expected and what happened instead.
- Click Open ticket.
| Priority | Use it when |
|---|---|
| Low | A minor issue that is not urgent. |
| Normal | Something is affecting your daily work. |
| High | Part of your workflow is blocked. |
| Urgent | Your store operations have stopped. |
Reply, attach files and record your screen#
Open a ticket to see the full conversation. Type in Message support… at the bottom and click Send.
- Click Attach a file to add photos, videos or PDFs.
- Click Record screen to record what you see while you reproduce the problem. A recording bar appears at the top of the screen where you can pause, resume or stop. When you stop, Kartlo shows Your recording is ready; return to the ticket to send it, or delete it and try again.
Each message shows whether it was sent, delivered and seen, and you can see when the Kartlo team is typing a reply.
Ticket status#
| Status | Meaning |
|---|---|
| Awaiting support | It is the Kartlo team's turn to reply. |
| Awaiting you | Kartlo replied and is waiting for your answer. |
| Resolved | The issue has been fixed. |
| Closed | The ticket is finished. |
Use the filter above the ticket list to show All tickets, Open, Awaiting you or Resolved & closed. Click Refresh to load the latest replies.
Free up storage from closed tickets#
Attachments on tickets count towards your plan's storage. When a ticket is closed, Kartlo offers to delete all of its attachments and shows how much space that frees. Deleting them cannot be undone. See Plans and billing.
Help without a ticket#
- The Take a tour button on your desk walks you through where everything lives. See Your desk.
- The guided setup explains each step before you open your store. See Create your store.
Report a bug#
To tell the Kartlo team that something is broken without opening a ticket, open the help menu on your desk, or your avatar menu, and click Report a bug. In the Kartlo phone app, it is under Account, then Help. See The Kartlo phone app.