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Submit a support ticket

This guide shows you how to send a message to the MapleGather support team when you need help that the knowledge base doesn’t cover.

Who can do this: All signed-in users can submit a support ticket.

Steps

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  1. Click Help in the top-right corner of any page.
  2. In the side panel, click the Contact support tab.
  3. Review the pre-filled information. MapleGather automatically fills in the current page URL and your browser and operating system details to help the support team investigate quickly.
  4. Select a Category from the dropdown:
    • Bug — something isn’t working as expected
    • Feature request — you’d like MapleGather to do something it doesn’t do yet
    • Billing — questions about your subscription or charges
    • Accessibility — an accessibility barrier in the product (the “Report an accessibility issue” footer link pre-selects this)
    • Other — anything that doesn’t fit the above
  5. Select a Severity level. This describes the impact on your work — every request gets the same response commitment regardless of severity:
    • Critical — service is unusable — your organization cannot use MapleGather at all
    • High — a major feature is broken — a critical feature is unavailable
    • Medium — partial issue or a workaround exists — default; an issue that affects your work but you can work around it
    • Low — minor or cosmetic — a minor issue or general question
  6. If you select Critical, read the alert that appears. It suggests checking the MapleGather status page. You can still submit the ticket after reading it.
  7. Type a description of your issue or question. As you type, related help articles appear below the description box. Click one to read it in the side panel — it may answer your question without waiting for a response.
  8. If the help articles don’t apply, click Submit anyway to continue with your ticket.
  9. Optionally, click Attach screenshot and select an image file to include with your request.
  10. Click Submit ticket. MapleGather sends your ticket to the support team.

Verify

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You’ll know it worked when the confirmation page appears with the message “We got it — we’ll respond within [SLA].” Save or note your ticket reference number for follow-up.

If something goes wrong

Section titled “If something goes wrong”
  • “Screenshot too large” — If your screenshot file is over 10 MB, you’ll see the message “Screenshot too large — use a compression tool or paste the URL.” Compress the image using a tool like Squoosh or TinyPNG, then attach it again. Alternatively, include a URL to the page where the issue appears in your description.

Notes for members

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If you submit a ticket from the member portal, a copy is automatically routed to your organization’s admin notifications mailbox. If your message is sensitive and you do not want your admin to see it, toggle Sensitive — admin should NOT see before submitting. MapleGather will handle your ticket directly.

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