Ensighten Support can help you get the most from your Ensighten experience. This article explains how to submit a request for support. When creating a support request, make sure to give us as much information as you can so we can provide answers as quickly as possible. Tell us about:
- How can we help you, for example, do you need help using platform features or do you have a general question about the platform, other Ensighten products, or about the support portal.
- How is the issue affecting your business, for example, tell us:
- Is your live website affected?
- Has the platform stopped responding?
- Has a feature stopped working as expected?
- Do you have a suggestion for a new feature?
- When describing an issue, include the symptoms you observed, and the steps you took before you observed the problem. Include urgency and the product you are using such as Manage, Inform, Mobile, and so on.
- Include screen shots or use a screen recorder such as Screencast to record onscreen activities and the error or unexpected result.
- For product resolution timelines, see the Severity Guidelines article.
- For support coverage, see the Support Coverage article.
Create an Online Request
Log in to the portal or register for an account to access the form and expedite your request.
Use the online form to create a support ticket:
- Email: type your complete business email address, that is, the email address associated with your Ensighten account.
- Subject: type a brief description, give us an idea about the issue. Example: "My tag isn't firing" or "general question about conditions".
- Description: tell us as much as you can about the issue, include the symptoms you observed, and the steps you took before observing the problem. Our team depends on this information to help you resolve the request quickly.
- Product: choose the product you are using such as Manage, Inform, etc.
- Support Type: tell us the priority of your question, choose normal for general questions and urgent if the platform stops responding.
- Attachments: provide screen shots showing error messages or unexpected results. You can either click Add File and search for the file or drag and drop the file into the form.
Send an Email Request
Call Ensighten Support
If you cannot access to the website or email, contact Ensighten Customer Support by telephone at +1 630 790 7099 during US non-business hours.
Ensighten non-business hours: Weekdays 7pm PST – 7am PST and Weekends.