Knowledgebase: Generate ticket
How Can I Generate A Support Ticket?
Posted by The Team at Mindmatrix on 26 December 2013 04:33 PM

General Guidelines:

  • Please submit only one ticket per issue/request so that our team can help you more efficiently.
  • You can generate a Support ticket in two ways: by emailing us directly at or via the ticket system at
  • For the fastest response times, please submit your ticket directly via the above link.
  • To guarantee a faster resolution on issues you submit, please fill out as much information as possible to describe the problem you are experiencing.
  • We have a 4 hour SLA between 9 AM ET and 6 PM ET. Please be advised that if you are unresponsive to a ticket request, our team will follow up every 1-2 days.

Option 1: Email to Generate a Ticket

This will generate a ticket in our Support network. When your ticket is properly generated, you will receive a confirmation email with instructions from Mindmatrix Support containing the Ticket ID number, Subject, Department, Type, Status and Priority. It will also include instructions on how to check the status of or reply to your ticket online. 

If you do not receive this confirmation message, please go to to visit our Help Desk.

Option 2: Submit a Support Ticket Directly by Visiting the Help Desk

You can generate a support ticket directly by visiting the following link:

1. Select a department

Inquiries, issues and project requests should go to the General Support Department. Billing inquiries should go to the Billing Department.

2. Fill out general information and set a priority

Please include your full name and email address along with the Priority of the issue you are submitting.

  • First and Last Name
  • Email
  • Priority: Normal, Low or High

Tickets with higher priority will be addressed before tickets with low priority. We recommend that you submit any issues with email delivery as high priority.

3. Share required information and details

These details will help the support team respond accurately and promptly to your ticket.

  • Mindmatrix URL you log into (such as or
  • Username associated with the account having the issue or inquiry
  • Company Name associated with the account
  • (Issue) Email Delivery Issue: enter the subject line of the email and whether this is a single email or an email from a drip campaign
  • (Issue) Template Issue: enter the name of the template

Your Message Details

  • Subject: Include a concise description of your request and your company name
  • Message: Thoroughly describe the issue or request with any details the support team will need to address your issue or complete your request
  • Attach Files: Upload and attach one or more files that can help our support team to efficiently address any problems or project inquiries

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