How do I submit a ticket?

Owned by Former user (Deleted)
Last updated: Nov 29, 2022 by Joyce Chu

Our ticketing system has a few key advantages for you. It serves as an efficient organization system to help manage your tickets, as well as a permanent record for each ticket that you submit. Additionally, it allows for our staff to easily track and organize tickets as they move between departments. Although working within the ticketing system is a very effective way to communicate, we realize that some requests may need to be reviewed and discussed over the phone with your Account Manager to get a thorough understanding of the full request.  As always, we want to make sure the proper instructions are communicated between both you and Hawksearch. If you feel as though you need to speak with someone, please do not hesitate to call us. Ultimately, our promise is to get your request completed in a timely manner so that your site continues to operate at a maximum level while producing results. 


In an effort to improve and streamline our customer communications, there are 3 ways to submit the ticket.

Bridgeline Support Center 

You can submit a new ticket through our Support Center here: Bridgeline Support Center 

Kindly fill out the following information and click the "submit" button at the end of the page: 

  1. Department: Please select “Hawksearch” 
  2. Subject: Please enter the subject of your issue 
  3. Description: Please kindly include the information of the following 
    1. Engine name 
    2. Environment (Dev/Test/Prod) 
    3. Issue details 
  4. Product Name: Please enter “Hawksearch” 
  5. Classifications: Please select a category that best describes your issue 
  6. Priority: Please select the priority of your issue 
  7. Attach a file: Please include any attachments if they help describing the issue you encountered  


If you haven't already created an account, you can sign up here: Bridgeline Support Center 

Submitting a ticket through the Support Center ensures that we gather the information needed, as well as automatically populating related articles in our Help Center.  


Email

You may also send an e-mail to support@hawksearch.com to submit a ticket.  

Please kindly include the following information to help us better investigate your ticket:  

  1. Engine name 
  2. Environment (Dev/Test/Prod)   
  3. Description of your issue 
  4. Attachment (Please include any attachments if they help describing the issue you encountered) 

Dashboard

  1. Please Click on the “Comment” icon on the top navigation.




  2. Please Click on the “OPEN A TICKET” button on the drop-down menu




  3. Please fill out the “Help & Support” form with your information and details about your issue