How to Use Support Tickets

The information in this article is for merchants using Helcim's Legacy System. If you signed up for Helcim on or after June 1, 2020, please click here.

Check on the status of an existing support ticket or submit a new ticket for a new inquiry using the My Account Help and Tech Support section.

You can view your previous support tickets or create a new ticket by clicking on the Support Tickets icon. On the main landing page for Support Tickets, you can view your previously submitted tickets. Tickets that have been completed will be grayed out and include a completion date in the far right-hand column.

Viewing Support Tickets

To check on the status of a support ticket, or to view the details, simply click into the ticket you want to review. At the top of your page, you will be able to see an overview of the ticket information. If you want to reply to a message left by the Helcim Team or check on the status of the ticket, you can enter your message into the Reply text box, then click on Reply to submit the message. You will be able to view your message and any inquiries in the conversation bubbles below.

Creating a New Support Ticket

You can view create a new support ticket by clicking on My Account and Support Tickets and selecting Create a New Ticket in the top right-hand corner of your screen. Now, enter your ticket information.

• Merchant Account – Select which account this inquiry is for from the drop-down
• Subject – Enter a subject line for your ticket
• Question – Enter the details for your inquiry Click on Save to submit your ticket. A confirmation message will appear confirming the ticket has been created.