Contacting Support

Updated

Learn how to submit a support request to SearchStax and what details to include so our team can respond quickly.

Before You Begin

If your SearchStax Site Search account is provided by a CMS or DXP provider, submit support requests through your provider's portal. 

If you manage your own SearchStax Site Search account, follow the steps below to contact SearchStax Support directly.

Submit a Support Request in Zendesk

  1. Click the SUBMIT A REQUEST button in the top right corner of the help center. 
    Help center header showing SUBMIT A REQUEST button highlighted in top right corner. Cursor pointing to button.

  2. Sign in to Zendesk. You must use the same email address you use to log in to SearchStax Site Search. If you're not already signed in, you'll see the Zendesk sign-in page. You can sign in using one of the following methods:

    • Click Sign in with Google if you log into SearchStax with a Google email address
    • Click Sign in with Microsoft if you log into SearchStax with a Microsoft email address
    • Enter your SearchStax email and password directly

    Zendesk sign-in page showing Sign in with Google button, Sign in with Microsoft button, Email and Password Fields, Forgot password link, and Sign in button highlighted by cursor.

    Note: SearchStax and Zendesk have separate logins. If you haven't signed into Zendesk before, you'll likely need to reset your password the first time. Click Forgot password? on the sign-in page to reset it. You'll receive an email with instructions to create a new Zendesk password.
  3. Fill out your support request form. Be sure to include:
    • A clear description of the issue
    • Steps to reproduce the problem
    • Any relevant screenshots, logs, or error messages
    • Your Search App name and environment
  4. Click Submit to send your request.
    Zendesk support request form showing Severity dropdown, App/Deployment Name field, Customer Status dropdown, Attachments section with drag and drop area, and red Submit button highlighted by cursor.

Submit a Support Request in SearchStax Site Search

  1. Log in to Site Search.
  2. Click Help Center in the top navigation bar. A new browser tab opens to the SearchStax Help Center.
  3. In the Help Center tab, click SUBMIT A REQUEST and follow the steps in Submit a support request in Zendesk above to complete and send your ticket.

After Submitting Your Ticket

  • You'll receive an email confirmation with your ticket number.
  • The SearchStax Support team will review your request and reply with next steps.
  • Keep your original ticket open for follow-up communication. Opening duplicate tickets may delay resolution.
  • Check your inbox for a ticket confirmation email from SearchStax Support. If you don't see it within 15 minutes, check your spam or junk folder.

Contact Support via Email

If you're having trouble signing into Zendesk or submitting a request through the help center, you can always reach out to the SearchStax Support team directly via email. Include a clear description of your issue and any relevant details, and our team will get back to you as soon as possible.

What's Next

Once your ticket is submitted, the Support team will work with you to resolve the issue. For help diagnosing problems before opening a ticket, see How-tos and troubleshooting.

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