Starting Monday, March 23, we’re launching a redesigned "Submit a Request" form to make getting help faster than ever. We’ve listened to your feedback and updated the form to ensure your tickets include exactly what our team needs to solve your issues quickly and efficiently.
Here’s what’s new:
Navigate to Submit a Request.
Please select the Wayvia product for your request:
Select Prowl
CC(optional)
Add any email addresses you'd like carbon copied to this request. This can be internal to your company or your Prowl CSM.
Organization
This should prepopulate if we recognize your email address. If it does not, you'll use the following field to tell us the name of your company as it appears in Prowl.
Organization Provided by Client*
If your Organization name did not appear in the field above, this field allows you to tell us the name of your company. Please use the format (Prowl Client Name) (Brand)
Retailer name(s)
Please provide the specific retailers called out in this ticket. For most Service Requests, this will be blank, but for all Report an Issue types and Add URL/Violation or Seller Updates service request types, please provide us the Sellers affected.
How can we help you?
Please select from the following three ticket types and the subtype from the field immediately following:
Product Service Request
- Product Updates
- Seller Updates
- Promos
- Other
Support Service Request
- Add Url/Violation
- Add/Remove User
- Account Inquiries
- Other
Report an Issue
- Prowl completely inoperable
- Prowl Functionality
- Data Quality
- BI Module
- Other
Business Impact
Selecting between these five options determines SLA. Prowl Support reserves the right to adjust the Business Impact upon review.
- The Platform/Modules are usable but I have a question
- The Platform/Modules are usable but some functions are not working as expected
- The Platform/Modules are usable, but one or more functions may not operate as expected (includes most requests - Add Seller, Product Feed Updates, Styling Updates, etc.)
- The Platform/Modules are usable, but functionality is degraded or restricted
- The Platform/Modules are completely inoperative in production
Subject
A short summary of the problem or request. This field creates the ticket title.
Description
Tell us what you need. Please be as specific as possible. If contacting about an issue, please provide step-by-step instructions for our staff to reproduce. Screenshots and short recordings will not go in this text box. Instead, you can attach screenshots and recordings to the Attachments field below.
Attachments (optional)
Drag and drop or click to attach files to help demonstrate the problem or request.