Contact and Support Tickets
Reach the ConnectWyze support team via the contact form or the in-dashboard ticket system, and track replies in one place.
What it is
ConnectWyze offers two paths to get help:
- Contact form — for pre-sales questions, general inquiries, or if you do not yet have a ConnectWyze account. Available at connectwyze.com/contact.
- Support tickets — for account holders. Opened from inside the dashboard, tied to your workspace, and tracked through to resolution. You can attach files, receive replies, and follow the ticket status over time.
When you'd use it
- A generation run is behaving unexpectedly and you need to share a template ID or screenshot with the team.
- You are evaluating ConnectWyze and have questions before signing up.
- You need to report a billing or credit discrepancy.
- A data-source sync is failing and the troubleshooting steps in these docs did not resolve it.
Quick start (user)
Submit a contact form inquiry
- Navigate to connectwyze.com/contact.
- Enter your name, email, company (optional), and message.
- Click Send Message. You will receive a confirmation response and the team will reply by email.
Open a support ticket
- In the dashboard, go to Support → Tickets (
/dashboard/tickets). - Click New Ticket.
- Fill in the Subject and Description. Be specific — include template IDs, feed names, job IDs, or error messages where relevant.
- Set Priority based on impact (see priority definitions below).
- Attach any relevant files (screenshots, CSVs, exported JSON) using the attachment field.
- Click Submit. Your ticket is assigned a ticket number (format:
WS-001) and the status is set to Open.
Reply to a ticket
- Open a ticket from
/dashboard/tickets. - Scroll to the reply thread.
- Type your reply and attach additional files if needed.
- Click Send Reply. The team is notified and will respond in the thread.
Settings reference
Ticket fields
| Field | Description |
|---|---|
| Ticket number | Auto-assigned unique identifier (e.g. WS-001). Use this when referencing your ticket in email. |
| Subject | Short description of the issue. |
| Description | Full details of the issue. Include steps to reproduce, error messages, and relevant IDs. |
| Priority | Urgency level. See priority definitions below. |
| Status | Current state of the ticket. |
| Attachments | Files attached to the ticket or any individual reply. |
Priority levels
| Priority | Use when |
|---|---|
| Low | A question or minor inconvenience with no impact on production work. |
| Medium | An issue affecting your workflow but with a workaround available. Default. |
| High | A significant blocker with no workaround. |
| Critical | Production is completely stopped or data loss has occurred. |
Ticket statuses
| Status | Meaning |
|---|---|
| Open | Ticket received and awaiting response. |
| In Progress | The support team is actively investigating. |
| Resolved | A resolution has been provided. You can re-open by replying. |
| Closed | Ticket is complete and no further action is expected. |
Troubleshooting
| Symptom | Fix |
|---|---|
| Contact form returns an error | Check your internet connection and try again. If the problem persists, email [email protected] directly. |
| Ticket does not appear after submission | Refresh the tickets page. If it is still missing after 60 seconds, submit again and note the ticket number from the confirmation message. |
| Cannot attach a file to a ticket reply | Check the file size. Very large files (video exports, large ZIP archives) should be uploaded to a sharing service and linked in the reply text instead. |
| No reply after several business days | Reply to the ticket to bump it, or email [email protected] with the ticket number. |