Contacting Support

If you’ve tried troubleshooting an issue and can’t resolve it, SoSocial’s support ticket system lets you get help directly from within the app.

Creating a Support Ticket

1. Go to Account from the sidebar.
2. Click the Support tab.
3. Click Create Ticket (or the equivalent button).
4. Fill in the details:
   • Subject — A brief summary of your issue.
   • Description — A detailed explanation of what’s happening, what you expected, and what you’ve already tried.
   • Priority — Select the urgency level:
     • Low — General questions or minor issues that aren’t blocking your work.
     • Medium — Issues affecting your workflow but with a workaround available.
     • High — Critical issues blocking publishing, account access, or data integrity.
5. Click Submit to create the ticket.

What to Include

The more detail you provide, the faster your issue can be resolved:

• Steps to reproduce — Describe exactly what you did when the issue occurred.
• Error messages — Copy any error text displayed in the app or on the Posts page.
• Screenshots — Capture what you’re seeing if the issue is visual.
• Post details — If the issue involves a specific post, include the post title and scheduled date/time.
• Platform — Mention which social platform is affected (Facebook, Instagram, X/Twitter, TikTok).
• Browser and device — Note which browser and operating system you’re using.
• Log entries — Check the Logs page for relevant server-side errors and include them.

Tracking Your Tickets

All your support tickets are listed on the Support tab under Account. Each ticket shows:

• Status — Open, In Progress, Resolved, or Closed.
• Priority — The urgency level you set.
• Conversation history — All messages between you and the support team.

Replying to a Ticket

When the support team responds, you’ll see their reply in the ticket’s conversation thread. Click on any open ticket to view the full history and send a follow-up message with additional information or questions.

Closing a Ticket

Once your issue is resolved, the ticket can be closed. You can also close a ticket yourself if the problem resolved on its own or is no longer relevant.

Help Center

Before creating a ticket, browse the help center for articles that may address your issue. Many common questions about publishing, connections, billing, and settings are covered in the knowledge base.