Submit a Support Ticket - Best Practice

Submit a New Ticket
What Information to Include

Submit a New Ticket

To create a new support request, click “Submit a Support Ticket” at the top of the page. Or use this link: https://hs.navix.io/customer-support-center/kb-tickets/new .

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

By providing the most detailed information on your support ticket you are reducing the time of triage and resolution to your ticket. The details matter!

What Information to include

Fill out the required fields so our Support team can better understand your request. See below the picture for assistance in filling out your ticket.

📋 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

📋 Issue

Fill out the Issue section as a short description of the problem.

📋 Order Number/Invoice Number

Please provide any and all order number or invoice numbers that you are using as an example or that will help us reproduce the issue. If your issue does not involve orders/invoices you can type NA (Not Applicable).

📋 Details of Issue

In this section, please be as detailed as possible to provide all of the information. Some tips to help:

What is the navigation or steps you are taking when the issue occurred? This will help us reproduce the steps.
What are you expecting to happen?
What is actually happening?
Are you receiving an error message? If so, please provide that error in the details.
Are you the only user experiencing this? Are other users experiencing this?
Is this the first occurrence or have you observed multiple times?
What is the impact of the issue? (e.g. are you unable to approve one invoice OR are you unable to approve any/all invoices)

📋 Attachments

Please include any screenshots, videos, and documentation you have to support this.