# Contacting Support

If the troubleshooting steps haven't resolved your issue, the in8sync support team can help. The right information up front is the single biggest factor in a fast resolution.

## Before you reach out

Save a round-trip by checking these first:

* [Common Issues](/client-admin-guide/troubleshooting-overview/common-issues.md) — likely fixes for frequent symptoms.
* [FAQ](/client-admin-guide/troubleshooting-overview/faq.md) — quick answers to recurring questions.
* Section-specific guidance — e.g. [Testing & Debugging](/client-admin-guide/workflow-builder-overview/testing-and-debugging.md) for workflow problems, [Managing Catalogs](/client-admin-guide/creating-catalogs/managing-catalogs.md) for catalog sync issues.

## How to reach us

Contact your designated in8sync support address. If your subsidiary has a dedicated success contact, start there.

{% hint style="info" %}
The exact channel and response time depend on your support agreement. Check with your account contact if you're not sure where to write.
{% endhint %}

## What to include

The more specific you are, the faster we can move. Combine these into a single message:

### Essential

* **Your name and account/company name.**
* **What happened, what you expected, what actually happened.** Three short sentences is plenty.
* **Steps to reproduce.** Numbered, in the order you took them.
* **The** <code class="expression">space.vars.productName</code> **version** — visible at the bottom of every page in the Admin Portal footer.

### Helpful

* **Screenshot or screen recording** of the issue.
* **Exact error text** — copied verbatim, not paraphrased.
* **Browser and OS** — e.g. Chrome 124 on Windows 11.
* **Page URL** of where the problem occurs.
* **Affected user** — the user account hitting the issue, if user-specific.
* **Workflow and module** the problem appears in.
* **When it started** and **what changed recently** — config, users, or a NetSuite update.

### Example

> **Subject:** Tax shows $0.00 on the Cashier order form
>
> **Description:** When a cashier places an order in the *Retail Employee* workflow, tax in the Summary block reads $0.00 for every transaction. Started yesterday afternoon.
>
> **Steps to reproduce:**
>
> 1. Sign in as `cashier@example.com`.
> 2. Open **Place Order**.
> 3. Pick a customer with a California address.
> 4. Add any item.
> 5. Look at the Summary — tax is $0.00.
>
> **Expected:** California tax to apply. **Browser:** Chrome 124 on Windows 11. **Recent change:** Avalara company code was updated yesterday morning.
>
> Screenshot attached.

## Critical issues

If the problem is system-wide — every store can't transact, all users get errors, suspected security incident — flag it as **Critical** in the subject line and describe the business impact (e.g. "all 5 stores blocked, \~$X/hr revenue impact"). Critical issues are routed to senior engineers regardless of plan.

## After you've sent it

* **Note the ticket reference** (or the email thread) and use it on every reply.
* **Watch for follow-ups** — support may need extra detail or send an interim workaround.
* **Confirm resolution** — once the fix is in place, reply to close the loop. That's how we know it's truly done.

## Tips for faster resolution

* **Be specific.** "Catalog is broken" is hard. "Products in *Electronics* show no images for B2B users on the West subsidiary" is actionable.
* **Reproduce in incognito.** If it doesn't repro there, it's likely cache or an extension — share that with us.
* **Don't paraphrase errors.** The exact string often points us at the cause.
* **Mention recent changes.** Most regressions trace to a specific change — naming it shortcuts the investigation.

## Related

<table data-view="cards"><thead><tr><th></th><th></th><th data-hidden data-card-target data-type="content-ref"></th></tr></thead><tbody><tr><td><strong>Troubleshooting Overview</strong></td><td>The triage framework — apply this before opening a ticket.</td><td><a href="/pages/PzORsQo51FlE65nwsXBG">/pages/PzORsQo51FlE65nwsXBG</a></td></tr><tr><td><strong>Common Issues</strong></td><td>Likely fixes for frequent symptoms.</td><td><a href="/pages/HcxHahMxyecLVvNYT9H6">/pages/HcxHahMxyecLVvNYT9H6</a></td></tr><tr><td><strong>FAQ</strong></td><td>Quick answers to recurring questions.</td><td><a href="/pages/JOIZl4bn7K0tgT6RfnvQ">/pages/JOIZl4bn7K0tgT6RfnvQ</a></td></tr></tbody></table>


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