We're here to help throughout your entire Redox journey, from prospective onboarding and establishing connections to maintaining live integrations. Visit our Help Desk to create an account and submit a pre-production or production support ticket.
Pre-production support includes:
Production support includes:
To get started, you must create a Help Desk account to submit tickets in our customer portal.
Check out our instructions for submitting tickets based on the ticket type:
Whichever ticket type you submit, you're redirected to a summary of the newly created ticket after it's successfully created. You can review your ticket or add comments on this screen.
As we review and resolve your ticket, we provide updates via the comments on your ticket. You receive an email whenever we update the status or add a comment.
You can reply to the email or comment directly in the ticket to respond.
If you don't receive any emails, you can also click the Requests option in the upper right-hand corner of any screen in the customer portal to see and comment on your open tickets.
There are two ways that you can add team members to an open ticket to include them on any updates:
Either way you choose to share the ticket, your team member receives an email prompting them to set up a Help Desk account.
If your team member only wants to receive email updates, they don't need to create a Help Desk account. They still receive emails as long as you copy them on the ticket once.
If your team member wants to receive email updates, view the ticket in the portal, or comment on the ticket, they must create a Help Desk account first.