Get help and report a problem
Use Zapstra Inventory Management Support to report a problem, follow the conversation and keep the relevant records together. A useful ticket explains the intended operation, the actual result and the records involved.
Before you open a ticket
For a known symptom, start with Troubleshooting. If a save, receipt, shipment or other operation timed out, reopen its original record and check the history before attempting it again.
Collect the information you can see:
| Information | Example |
|---|---|
| Store and organization | The Shopify store where you opened Zapstra Inventory Management and the organization shown |
| Workflow | Receiving a partial PO delivery |
| Record | The PO number and receipt reference, or the import/transfer/production run reference |
| Material and location | Kraft mailer, Main Warehouse |
| Intended action | Receive the 48 each that arrived |
| Expected result | One completed receipt for 48 each |
| Actual result | A timeout message; the receipt's current state is unclear |
| Time | Approximate time and timezone |
| Message | The exact wording shown by the app |
| Checks already made | Reopened the original PO and reviewed its Receipts list |
Include the displayed record number rather than relying only on an item name. Two orders can contain the same item. If the screen shows only a reference ID, include that reference.
For a money issue, include the currency and whether the amount is a unit price, line total, invoice amount or billing charge. For quantity issues, include the unit and location.
Open a ticket
- Open Home in Zapstra Inventory Management.
- Find Settings and support and open Support.
- Open the new-ticket form.
- Enter a short subject that identifies the workflow and symptom.
- Choose the closest available category and subcategory.
- Select the severity that matches the operational effect, and explain that effect in the description.
- Describe what you tried, what you expected, what happened and the references collected above.
- Submit the ticket and check that it appears in the ticket list.
A useful subject is “PO-1042 partial receipt outcome unclear.” A description such as “Not working” leaves the team without a way to identify or reproduce the issue.
If no category fits exactly, use the closest available category and name the Zapstra Inventory Management workflow in your description. Include the references yourself rather than assuming that all relevant records are attached automatically.
Follow the same conversation
Open a ticket to read replies and add information. Use the same ticket for the same incident so the sequence remains clear.
When replying:
- State what changed since the last message.
- Include the result of any requested check.
- Note whether the original operation is now completed, still blocked, or still uncertain.
- Send the reply and verify that it appears in the conversation.
If a reply appears not to send, refresh the conversation and check for it before sending the same message again.
The ticket list separates Open, Resolved and Closed tickets. Use the status controls shown on the ticket to resolve, reopen or close it as appropriate. Resolving a support ticket does not change the status of its PO, invoice, receipt or stock operation.
Provide connection diagnostics when useful
For workspace preparation or connection problems:
- Open the relevant status indicator on Home.
- Review the linked preparation details or System Health page.
- On System Health, select Refresh and note the time checked.
- If requested, use Export JSON to save the displayed information.
- Include the failed or uncertain check names and the affected workflow in your ticket.
A connection check can help explain a broad problem, but a healthy connection does not prove that an individual receipt or stock update succeeded. Always check the original business record too.
If you are a supplier using the Portal
Start with the buyer named on the purchase order for questions about quantities, prices, dates, payment or an agreement. Include the PO number and the shipment or invoice concerned.
For a portal action that may already have been submitted, use the portal's history or specific recovery action before entering it again. The buyer can inspect the matching record in Zapstra Inventory Management and raise a support ticket with both sides of the issue.
See Supplier Portal: open and respond to a PO and record shipments.