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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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1. Slack

Any Slack conversation can be converted into a ticket. React to a message or thread with an emoji: emoji to automatically create a ticket.

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2. Support Portal

  1. Log in to the Support Portal at https://portal.usepylon.com/get-collate/login
  2. Click Create Ticket (top right corner) and select the Ticket Form
  3. Fill in the required fields:
    • Subject
    • Issue Type
    • Product Area
    • Current Version
    • Description — include details helpful for debugging
  4. Click Submit

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3. Email

Send an email to [email protected] with:
  • Subject
  • Issue Type
  • Product Area
  • Current Version
  • Description (with all helpful debugging details)