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: Admins. The form is in the Help panel on the Admin Dashboard.
- On the Admin Dashboard, select Help at the top of the page.
- In the Help panel, select the Contact support tab.
- Select a Category from the dropdown: Bug, Feature request, Billing, Accessibility or Other.
- Select a Severity that describes the impact on your work — every request gets the same response commitment regardless of severity:
- Low — minor inconvenience or cosmetic issue
- Medium — partial issue or a workaround exists
- High — significant impact, no workaround
- P0 — site down or data loss
- Optionally, enter a Subject. If you leave it blank, the category name is used.
- Type a Description of your issue or question. Include the address of the page where it happens, since the form doesn’t add it for you.
- Select Submit ticket.
The form has no attachment option: describe what you see in words, or include a link to where the issue appears.
Verify
Section titled “Verify”You’ll know it worked when the panel shows We got it and “Your support ticket has been submitted.” No ticket reference number is shown.
If something goes wrong
Section titled “If something goes wrong”- A message appears under Category, Severity or Description — all three are required. Fill in the field named in the message, then select Submit ticket again.
Notes for members
Section titled “Notes for members”Submitting a support ticket from the member portal isn’t available yet; the form is only in the admin Help panel.