If you have a question, run into an issue, or need help from our Support team, submitting a ticket through the Navix Support Center is the best way to get a fast, effective response.
This article will walk you through:
- How to view open tickets
- How to submit a new ticket
- Which ticket type to choose
- Best practices to get faster resolutions
📍 Step 1: Go to the Navix Support Center
Start here:
🔗 https://hs.navix.io/customer-support-center
🗂️ Step 2: View Open Tickets
Want to check the status of a request?
Click “Go to Customer Portal” to view all open tickets for your organization.
✉️ Step 3: Submit a New Ticket
To create a new support request, click “Submit a Support Ticket” at the top of the page.
📝 Step 4: Fill Out the Ticket Form
You'll be asked to fill in a few details so our Support team can better understand your request.
Here’s what you’ll need to include:
- A short title/subject
- A description of the issue or question
- Any attachments (screenshots, files, etc.)
💡 The more specific your ticket is, the faster we can help!
📋 Choosing the Right Ticket Type
Use the dropdown menu to select the Type of Support Request. Below are the most common options and when to use them:
|
Ticket Type |
Use This For |
|
Account Setup Support |
Reporting, rules, EDI, integrations, configuration questions |
|
Billing Support |
Questions about your Navix bill, usage, or charges |
|
Bugs & Technical Support |
Reporting software issues or anything not working as expected |
|
Critical Need |
"System down" or "Navix unusable" scenarios only (do not use for general bugs) |
|
Document Ingestion |
Issues with IDP (Intelligent Document Processing), including failed uploads |
|
General Inquiry |
If you’re unsure which category fits or just have a general question |
|
Training |
Request for additional user training |
✅ Best Practice: Centralize Ticket Submission
We strongly recommend that only a few key users — typically your Subject Matter Experts (SMEs) — submit tickets to Navix.
Why?
- Many questions get resolved internally without a ticket
- SMEs often know if an issue is upstream/downstream from Navix
- It improves response time and streamlines communication
🚀 What Happens Next?
Once submitted:
- You'll receive a confirmation email
- Our Support team will triage your request
- We'll respond or follow up directly via email
🧠 Tip: Include These in Your Ticket
To help us help you faster, try to include:
- Relevant Order or Invoice numbers
- Steps to reproduce the issue (if it's a bug)
- Screenshots or error messages
🙋 Still Need Help?
If you're unsure which option to choose or need guidance before opening a ticket, email support@navix.io - we're happy to guide you.