Contact Gegsy Support

Who is this article for?

• Gegsy merchants who want to report a problem, ask a question, or request a feature.
• Account owners, and any employee who has been granted the Support permission.

About Support

Support is where you talk to the Gegsy team. Each request is a ticket with its own number and conversation, so you can see everything we've said and where things stand. We reply on the ticket and by email, and you can answer either way.

Open it from Account → Support (https://app.gegsy.com/account/support), choose Contact support in your account menu, or select the Support icon (a headset) at the top of your dashboard.

Before you begin

• Support is available on all plans.
• Access is controlled by the Support permission. The account owner has it by default and can grant it to employees from Account → Team.

Open a ticket

1. Go to Account → Support and select New ticket.
2. Enter a Subject, a short summary such as "Orders aren't printing".
3. Choose a Category: Something isn't working, Question, Billing, Feature request, or Other.
4. In Details, describe what happened, which location or order it affects, and what you expected.
5. Optionally add screenshots (see below).
6. Select Send.

The ticket opens right away and our team is notified. You can open up to 10 tickets an hour; if you reach that, reply on an open ticket instead.

Add screenshots and files

A screenshot is often the fastest way to show us a problem.

• Select Attach files to choose images or PDFs, up to 5 per message and 4 MB per file.
• Or copy a screenshot and paste it straight into the Details or Reply box.

Large screenshots are resized automatically, and photo location data is removed before the file is saved. Only you, your team members with the Support permission, and the Gegsy team can see your attachments.

Follow your tickets

Account → Support lists your tickets with their number, category, status, and last update. Use the Status filter to show only some of them.

Each ticket has one of these statuses:

• Open — the Gegsy team is working on it.
• Awaiting your reply — we've answered and need something from you.
• Resolved — the issue is closed. You can still reopen it.

When we reply, a red count appears on the Support icon at the top of your dashboard and next to Support in the sidebar, and the ticket shows a New reply label until you open it. We also email you; replies go to the person who opened the ticket.

Select the Support icon to see your recent tickets, with new replies first. From there you can open a ticket, select New ticket, or select View all tickets.

Reply to a ticket

You can answer in either place:

• In your dashboard: open the ticket, write in the Reply box, attach files if you like, and select Send reply.
• By email: reply to any Gegsy Support email about the ticket. Your reply, and any screenshots or PDFs you attach, are added to the ticket. Reply from the email address on your Gegsy account or your employee login, so we can match it to your account.

Replying to a ticket that's awaiting your reply or resolved sets it back to Open.

Resolve or reopen a ticket

• If your issue is sorted, open the ticket and select Mark as resolved.
• To pick it back up, select Reopen, or just send a reply.

If a ticket is awaiting your reply and we don't hear back, we send one reminder after a few days. After about a week without a reply, the ticket is marked Resolved and we email you. Replying reopens it.

Rate our help

When a ticket is resolved, the ticket page asks How did we do? Choose Helpful or Not helpful, add a comment if you'd like, and select Send feedback. Your rating goes to the Gegsy team and helps us improve.