Support - Submit a Request - HL Vanilla Community
<main> <article class="userContent"> <p>The Higher Logic Vanilla <strong>Customer Support Team</strong> is your point of contact for questions, supplementary resources, and support-related issues. Before submitting a request, we encourage you to first:</p><ul><li>Check our <a href="https://success.vanillaforums.com/kb/documentation" rel="nofollow noreferrer ugc">knowledge base</a> for product information</li><li>Check our <a href="https://success.vanillaforums.com/categories/get-help-support" rel="nofollow noreferrer ugc">Support Community</a> for general questions </li></ul><p>Submit a request if you have not found the information or help you need.</p><h2 data-id="submit-a-request-link">Submit a request link</h2><p>1. Access the Vanilla Success community.</p><p>2. Hover over <strong>Categories</strong>, and then click <strong>Support Portal</strong>.</p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6030677/uploads/3NUFGDWZWF0P/access-support-portal.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6030677/uploads/3NUFGDWZWF0P/access-support-portal.png" alt="access_support_portal.png" height="513" width="1013" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p>3. At the top right, click the <strong>Submit a request</strong> link to begin the request process.</p><div class="embedExternal embedImage display-medium float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6030677/uploads/0R1VDJF1TC8O/image.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6030677/uploads/0R1VDJF1TC8O/image.png" alt="image.png" height="77" width="309" loading="lazy" data-display-size="medium" data-float="none"></img></a> </div> </div> <h2 data-id="submitting-a-request">Submitting a request</h2><p>When you click a <strong>Submit a request</strong> link, the <em>Submit a request</em> page opens in a new tab. There are several fields on the page, some of which are required, others are optional.</p><p>✔️ <strong>TIP:</strong> Higher Logic recommends that you <strong>provide as much relevant information as possible</strong>. The more information we have, the more effectively we can investigate your issue and the quicker we can provide a solution.</p><h3 data-id="the-request-page">The request page</h3><p>1. In the <strong>CC</strong> field you can specify the email addresses of people who are to be notified of this request being created.</p><p>2. Click the <strong>Organization</strong> dropdown and make a selection.</p><p>3. Specify the <strong>subject</strong> of the request. This should be a summary statement that clearly describes the issue.</p><p>📝 <strong>NOTE:</strong> A list of knowledge base articles displays. Review the list; if an article seems related to your issue:</p><ul><li>Right-click a title to view the article in a new window or tab OR</li><li>Click a title to view the article in the current tab. After viewing the article, use your browser's <strong>Back</strong> option to return and continue creating the request.</li></ul><p>4. Click the dropdown to choose an <strong>Area of Inquiry</strong> and an optional sub-area.</p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6030677/uploads/Q398AE7RVYF6/image.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6030677/uploads/Q398AE7RVYF6/image.png" alt="image.png" height="466" width="678" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p>5. Optionally, specify any relevant:</p><ul><li>Addons</li><li>API Calls</li><li>Widget Names</li><li>Providers and Links</li><li>Affected Email Addresses and/or Domains</li></ul><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6030677/uploads/QI2Q44KF6WO2/image.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6030677/uploads/QI2Q44KF6WO2/image.png" alt="image.png" height="537" width="678" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p>6. Type a <strong>Description</strong> of the issue. ✔️ <strong>TIP:</strong> Refer to the <a href="https://success.vanillaforums.com/kb/articles/611-customer-support-submit-a-request#what-to-include-with-your-request" rel="nofollow noreferrer ugc">What to include with your request</a> section below for hints and guidance.</p><p>7. Optionally, upload any <strong>Attachments</strong> (such as images and activity logs) that could prove useful in diagnosing the issue.</p><p>📝 <strong>NOTE:</strong> After uploading a file, the file name displays below the field. You can click the <strong>X</strong> to remove the file.</p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6030677/uploads/SDMEGZCRAKT2/image.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6030677/uploads/SDMEGZCRAKT2/image.png" alt="image.png" height="366" width="678" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p>8. Click <strong>Submit</strong>.</p><p>You are directed to the <em>My activities</em> page with this request at the top of the list and its details in the right column. A confirmation message is sent to the email address associated with your account.</p><ul><li>Click <strong>Add to conversation</strong> to include additional notes/information.</li></ul><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6030677/uploads/4RW15X5F3YMC/image.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6030677/uploads/4RW15X5F3YMC/image.png" alt="image.png" height="333" width="795" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <h2 data-id="what-to-include-with-your-request">What to include with your request</h2><p>When you create a request, <em>it is helpful</em> to include as much relevant information as possible so that the Customer Support Team can quickly assess the issue to better help you. Below are a few things that can help us help you.</p><p>📝 <strong>NOTE:</strong> The amount of information that you provide does not influence the handling of your request. A higher-severity issue might be less complex than other issues and therefore require less detail.</p><p>Provide a clear and concise 1- or 2-sentence summary of the issue. Then include information <em>such as</em>:</p><ul><li><strong>Location </strong>of the Issue (a link to the page where the issue is occurring, pagecode, control name)</li><li><strong>Issue summary</strong> (one sentence, if possible)</li><li><strong>Browser </strong>(list any browsers in which the issue is present)</li><li><strong>Steps to replicate</strong> (what you were doing up to when the issue occurred)</li><li>Other relevant Information (list URLs, test/temporary credentials, and other details that will help us to replicate the issue)</li><li>If the issue is a show-stopper, indicate "Critical" or "Urgent" in the subject</li><li>If there's an error code or message, please include it </li><li>If there's a particular user, discussion, and/or comment in question, identify appropriately </li><li><strong>Screenshots </strong>are recommended. <ul><li>Include the full window, with the address / URL bar </li><li>If possible, share the dev tools in the screenshot</li></ul></li><li><strong>Screen capture</strong> is encouraged, if possible, but not required.<ul><li>Record the issue / system behavior in a short video clip </li><li>Provide guidance to us on specifically what you're highlighting </li></ul></li></ul><p>These are <em>some examples</em> of helpful information. We encourage the inclusion of <em>any information</em> that you think might be useful in diagnosing and correcting the issue.</p><p>✔️ <strong>TIP:</strong> Feel free to copy and paste the above items into the <strong>Description</strong> field and then provide the relevant details.</p> </article> </main>