Intro
This article describes how to submit and escalate tickets to Domo Support.- Before you create a ticket
- Create a support ticket
- Guidelines for submitting a ticket
- Escalate a support request
Before You Create a Ticket
Before you create a ticket, take a look at our other support resources. We strongly recommend taking advantage of these resources before opening a support ticket, especially if you have a “how-to” question.-
Explore
Domo University
, which includes how-to videos and online courses for specific features.
- Visit the Knowledge Base, where you can find extensive documentation on nearly every feature, function, and component of the Domo platform. Note: Before using a new connector, we strongly recommend becoming familiar with the connector’s documentation.
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Search or post on the
Domo Community Forums , where you can get help from expert Domo users and Domo representatives.
- Use your own organization’s resources, including your Domo admin. Domo Support has some limitations. For example, Domo Support cannot modify users in your instance.
- If you need a card shared with you or to reset your password, contact your organization’s Domo admin.
Create a Support Ticket
You can create and submit a support ticket in the Support Portal. Follow these steps to access the Support Portal.-
In the Domo navigation, select
Help Center to open Domo Central, our education and support hub, in another browser tab.
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In Domo Central, select Support in the top right corner.
- (First Time Conditional) If this is your first time accessing Support, you are prompted to enter the email address associated with your Domo account. This is a one-time step.
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When prompted, enter the URL of your primary Domo instance to display the Support Portal. Here you can view active and closed tickets and submit new ones.
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Select New Case to display the support ticket form.
- Fill out the form. When finished, save your case number.
- Select Submit.
Guidelines for Submitting a Ticket
Following these best practices helps us provide a timely and satisfactory resolution to your request.- Be specific — If there has been an error, describe the error in detail. For example, if a DataSet is failing, please include the URL to the DataSet. If you are missing data, provide specific examples of data points you can’t find. If you are trying to use a connector, provide its exact name. If possible, include screenshots to help illustrate the issue. The more specific you are, the faster we can solve the problem.
- Understand your data — One of the most common reasons for a support request is that a user is struggling to understand their data and believes something is missing. Have a thorough understanding of how your data is being manipulated before viewing it in Domo.
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Tell us what you’ve tried so far — Briefly describe the troubleshooting steps you’ve taken. If you’ve looked at an article in the Knowledge Base, provide a link to the article. If you’ve posted the question in the Community Forums , provide a link to the post.
- Understand your support package — If you have purchased a support package, work with the Domo Customer Success Manager (CSM) assigned to your account to understand the incident response times and other details for that package.
Escalate a Support Request
If you feel your ticket requires additional attention because of the potential severity of the impact to your organization, please contact the Domo Customer Success Manager (CSM) assigned to your account after submitting the support ticket. The CSM will review the case with the Domo escalation team and, if necessary, assign a higher priority level to the ticket.Note: Please note that the priority level assigned to escalated tickets are handled on a case-by-case basis.
- What is the impact of this issue on your Domo use case?
- What audience is this issue impacting? Executive? A whole department?
- Do you have a hard deadline for when this needs to be resolved?
- How many instance is this impacting?
- What is the case number for the ticket you want to escalate?