Submitting a Support Ticket

A well-written support ticket gives our team everything they need on the first read — which means fewer back-and-forth messages and a faster resolution for you.

To open the ticket form, log in to Batchbase Pro and click Support in the left sidebar. Then click Submit New Ticket in the top right corner.

We respond to every ticket. The clearer the request, the quicker we can help.

Selecting the correct category routes your ticket to the right team member immediately:

• Feature Request — you'd like to suggest a new feature or improvement
• Bug Report — something isn't working as expected
• Help & How-To — you need guidance on how to use part of the platform
• Account Access — trouble with login, passwords, or user permissions
• Data Export/Import — you need help exporting or importing data
• Integration Issue — a problem with a third-party connection
• General Inquiry — anything that doesn't fit the above

When in doubt, Help & How-To or General Inquiry are safe choices — we'll route internally if needed.

Choose the priority that honestly reflects the urgency of your situation:

• Critical — the issue is blocking production and no workaround exists
• High — a core feature is broken and it's significantly slowing you down
• Medium — something isn't working right but you can continue working in the meantime (this is the default)
• Low — a minor inconvenience, a cosmetic issue, or a feature suggestion

Setting an accurate priority helps us triage the queue fairly for everyone.

The subject and description are the most important parts of your ticket.

Subject — write one clear sentence that could stand alone in an email inbox. Aim for something specific:

• Too vague: "Problem with my product"
• Better: "Nutrition panel not saving on Spec Sheet for 'Berry Muffin'"

Description — include three things: what you were trying to do, what happened instead, and any error messages you saw. The more detail you provide, the less we need to ask.

Page URL — paste the URL of the page where the issue occurred (there's a dedicated field for this). This lets us jump directly to the context without guessing.

Attachments — screenshots, PDFs, or documents can be attached by dragging them onto the upload area or clicking to browse. Each file can be up to 10 MB and you can attach up to 5 files. A screenshot of an error message is often worth more than a paragraph of description.

You'll see a confirmation on screen with your ticket number as soon as you submit. An email confirmation is also sent immediately — it includes your ticket number, subject, category, and priority. Keep this email for your records.

Our support team responds within 1 business day. For Critical and High priority issues we aim to respond sooner.

You can track your ticket, add comments, or upload further files at any time by returning to Support in the Batchbase Pro sidebar. Replies from our team also arrive by email, so you don't need to stay logged in to stay in the loop.