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How to Open a Support Ticket with Collate

Collate Support allows customers to raise tickets to report issues, request features, or ask product-related questions. You can create a support ticket via Slack, Support Portal, or Email.

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When to Open a Ticket

You should open a support ticket if you encounter:
  • A bug in the Collate product
  • Performance degradation
  • A feature request
  • General “how to” questions
  • A security vulnerability
Applies To: All Collate customers.

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How to Open a Support Ticket

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Slack

Any Slack message or thread can be converted into a support ticket directly from your shared Slack channel with Collate. Simply react to the message with the following emoji and a ticket will be automatically created on your behalf: emoji

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Support Portal

  1. Log in to the Collate Support Portal.
  2. Click Create Ticket > Ticket.
  3. Enter the following details:
    • Subject — A brief title summarizing the issue.
    • Issue Type — Categorize as Bug, Feature Request, How-To Question, or Security Vulnerability.
    • Product Area — The Collate product area affected (e.g., Ingestion, Lineage, Governance).
    • Description — Include steps to reproduce, error messages, and any relevant context.
    • Current Version — The version of Collate you are running.
  4. Click Submit.

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Email

Send an email to support@getcollate.io with:
  • Subject — A brief title summarizing the issue.
  • Issue Type — Categorize as Bug, Feature Request, How-To Question, or Security Vulnerability.
  • Product Area — The Collate product area affected (e.g., Ingestion, Lineage, Governance).
  • Current Version — The version of Collate you are running.
  • Description — Include steps to reproduce, error messages, and any relevant context.