Support tickets are submitted from the APIWORX customer portal. Use the support form to describe the issue in your own words, attach screenshots or log excerpts, and select the integration or workflow that is affected. The more specific the title, the faster the right team member can pick up the ticket. "Shopify orders missing in NetSuite since 09:30 ET" is far more actionable than "sync broken."
Always include the company name, the affected integration, the connector or flow involved, the time range when the problem started, an example record (order number, transaction ID, or correlation ID), and the business impact. If you have already inspected the jobs or transactions view, paste the relevant event ID or screenshot. That context lets the support engineer reproduce the issue against your environment instead of guessing.
Once submitted, your ticket appears in the portal with a status (new, in progress, awaiting customer, resolved). Updates are emailed to the requester and shared portal users. You can reply directly in the portal or by email. For urgent operational issues, mark the ticket as high impact and include a phone or chat contact so the team can reach you while investigating.
What to keep in mind
- Use a specific, time-bound title that names the affected integration.
- Attach record IDs, screenshots, and time ranges to reduce back-and-forth.
- Track ticket status and updates from the customer portal.
- Mark genuine production-impact tickets as high priority and include a contact.