Contacting Support

Ways to Contact Support

You can reach the Helm support team in two ways. Choose the one that suits how urgent the issue is.

• By phone: call +44 1377 455 180. This is the quickest route when an issue is stopping your team from working.

• By support ticket: fill in the support form. This is best for anything the team needs to investigate, or where screenshots and files will help.

Opening the Help Centre in Helm

1. Click your name in the top-right corner of Helm to open the account menu.

2. Choose Help Centre. The Help Centre panel opens on the right of the screen, with a search bar, walkthrough videos, popular guides and a Chatbot at the bottom.

3. At the bottom of the panel, click Contact Support to open the support form in a new tab. The support phone number is shown on the button next to it.

Raising a Support Ticket

The form is split into Your Details and Support Request. Fields marked with an asterisk are required.

1. Under Your Details, enter your Company Name and the Email Address linked to your Helm account. Adding a Telephone Number is optional.

2. Check Product Used is set to Helm. On the Helm support form this is filled in for you; if the form shows a list, select Helm.

3. Under Support Request, enter a short Subject that sums up the issue.

4. Answer Is this stopping production? with Yes or No. Choose Yes if your team cannot pick, pack or despatch orders because of the issue, so the team can prioritise it.

5. In What do you need help with?, describe the issue in as much detail as you can. See the next section for what to include.

6. Answer Is this affecting a single user or all users? by choosing Single user, All users or Not sure.

7. In Have you tried any troubleshooting steps?, list anything you have already tried and what happened. This saves the team repeating the same checks.

8. Under Attachments, click Upload relevant files to add screenshots or log files.

9. Click Submit Support Request.

What to Include in Your Request

The more the team knows up front, the less back and forth there is. In the description, try to cover:

• What you were doing: the screen you were on and the steps that led to the issue.

• What happened: what you expected to happen, and what happened instead.

• Error messages: copy any message word for word, or include a screenshot of it.

• References: the order number, shipment reference, SKU or purchase order involved.

• When it started: roughly when you first noticed it, and whether it happens every time or only sometimes.

• The impact: how it is affecting your day, for example orders waiting to ship or stock not showing.

Example: Subject: "New Shopify orders not appearing in Helm". Stopping production: Yes. Description: "Since about 9am, new orders from our Shopify store are not coming into Helm. The last order received was #10452 at 08:47. Orders from our other channels are coming in as normal." Affecting: All users. Troubleshooting: "Checked the sales channel is still enabled in Helm."

FAQ

Looking for a quick answer first? Ask the Chatbot at the bottom of the Help Centre panel in Helm, search the panel or browse the guides on this site.