How to create a Powell Support ticket

What you will find in this tip:

• Context
• How to create a ticket
  • Create a Ticket from your Powell Manager Environment
  • Create a Ticket from the Powell Help Center
  • Fill the Powell app concerned by your request
  • Fill your Partner and Tenant information
  • Email address
  • URL impacted
  • Product
  • Priority
  • Subject
  • Request type
  • Browser
  • Description
  • Attachments
  • Submission

Context

If you have questions about Powell features and can't find the information in our documentation or tips, or if you're experiencing an issue with Powell features on your site, we're here to help.

How to create a ticket

To provide you with the best support, we need as much information as possible.

The most effective way to create your ticket is through your Powell Manager environment or, if you're a Powell partner, from your client environment. This will automatically pre-fill key ticket fields with valuable context, helping us assist you more efficiently.

Create a Ticket from your Powell Manager Environment

To submit your ticket, log into the Powell Manager environment where you have a question or are experiencing an issue. Once there, click on the "i" (information icon) located in the top right corner of the page.

Then, in the help section click on "Open an issue".

This will open the correct form for your ticket cre ation and fill a few fields with your context information.

Create a Ticket from the Powell Help Center

To create a ticket when you have no Powell Manager access, click on "Submit a request" from https://support.powell-software.com/hc/en-us.

Fill the Powell app concerned by your request

It will be retrieved automatically is created your request from the Powell Manager Environment.

Fill your Partner and Tenant information

Your Partner and Tenant information will be automatically retrieved.

Please don't change the values unless it concerns another Tenant.

If your request concerns a different tenant in Powell Manager, make sure to retrieve the exact tenant name. You can find this information in the Powell Manager tenant settings or in the top right corner of Powell Manager pages.

If you’re unable to access the Powell Manager environment, please provide at least the name of your client (if you’re a partner) or your company name (if you’re a client).

Email address

Then put your email address to receive all answers from Powell support. 

URL impacted

Set at least one impacted URL. Even if it's just for questions or even if it concerns multiple sites, please, set at least one URL of your M365 tenant which uses Powell features. 

Product

Please specify the Powell product related to your request.

Priority

Please select the priority level for your request. If left blank, it will automatically be set to "Low". For details on response times, refer to your Powell contract and SLA.

Subject

Please enter the subject of your request.

 It should be a brief and clear summary of your question or issue. For example:

• Issue with Powell Manager login
• Error message when creating a new page
• Question about Powell Teams integration
  

A well-defined subject helps our Support team assist you more efficiently.

Request type

Please specify the type of request you are submitting. This helps us direct your inquiry to the right team and provide a quicker response.

Browser

Please specify the browser related to your request. This information helps us better understand and troubleshoot any browser-specific behavior.

Description

Set the description of your request. Try to describe as more as possible your behavior or context for your issue or your question.

To help us assist you effectively, please provide as many details as possible about your request.

If you're reporting an issue, describe the full reproduction process step by step. For example, if the issue occurs during content creation, your steps might look like this:

• Go to https://...
• In Powell Intranet in the Design section click on the Content types and select the content type "The content type that fails"
• Click on Save
• An error message appears

A detailed reproduction process helps us understand your context and identify potential configurations or fixes.

Attachments

Please attach any relevant screenshots, HAR files, reproduction videos, or other supporting documents in the "Attachment" field.

Clearly indicate in your description which image or file corresponds to each step, as this helps our support team analyze the issue more efficiently.

For Powell Teams (Governance), sharing a JSON extract of an activity log can also be useful for troubleshooting.

The attachment field is limited to 50MB, so if your files exceed this size, consider zipping them. If the zipped file is still too large, please reach out to our support team for a dedicated upload link.

Submission

Once you've completed your request, click the Submit button. You will receive a confirmation email, and our Powell support team will review and analyze your request as soon as possible!