Submit a Support Ticket
How to reach our support team, pick the right priority, and include what we need to help you fast.
There are three ways to reach our support team. Pick the one that fits how urgent and how detailed your question is.
Choose how to reach us
| Live agent | Quick questions while you work. Click the question mark icon in the bottom-left corner of UtilizeCore to open a chat. See How To Contact A Live Agent For Support. |
| Support ticket | Anything that needs investigation, follow-up, or a fix. The ticket form carries a category and priority, so it reaches the right person fastest. |
| support@utilizecore.com creates a ticket too. Our team sets the priority before replying, so it can take a little longer than the form. |
Submit a ticket
- Go to Submit a Ticket.
- Choose the category that best matches your question.
- Choose the priority that matches the impact on your team (see below).
- Describe the issue and attach screenshots.
- Submit the form.
Pick the right priority
| My system is down or I'm completely blocked | Nobody on your team can work. |
| Critical feature is broken, no workaround | A core step, such as dispatching a Trip or generating an invoice, fails and there is no other way to do it. |
| Issue exists but I have a workaround | Something is wrong but your team can keep working. |
| Question or enhancement request | How-to questions, cosmetic issues, and ideas. |
What to include
- The Work Order number, Trip, Site, Client, or Vendor involved.
- What you expected to happen and what happened instead.
- The steps you took, in order.
- Screenshots, including any error message.
- How many people are affected.
A complete first message saves a round of back-and-forth.
Check on a ticket
See the status of your open tickets in the Customer Portal.
Need help?
Reach out to your Customer Success Manager or contact support@utilizecore.com.