Contacting Scoro Support and accessing your support requests

You can contact Scoro Customer Support using our contact form.

We recommend creating an account in our Help Center to track your support tickets and keep all ongoing communication with the Scoro Support team in one place.

This article will show how to create a new Help Center account and manage your support tickets from there.

Learn more about Scoro's Support Level Policy.

1. Managing your support requests in Help Center

To create your Help Center account:

1. In Help Center, click the Sign in button at the top-right corner of the screen.
2. Click the Sign up button under the login fields.
3. Fill in the sign-up form. We recommend using your work email address to ensure that all subsequent requests you send to Scoro Support are associated with your company in Scoro and that all relevant data is interlinked. Most importantly, this will help us help you more efficiently!
   
4. Once you've filled in all the requested information, you'll receive an email about creating a password for your account - follow the instructions to create a password and finish creating your account.
   

2. Submitting a new request to Scoro Support

To submit a new support request on your Help Center account:

1. In Help Center, click the Submit a request button at the top-right corner.
   
2. Fill out the details of your support request:
   • CC (optional) - if you wish, you can CC other people on your support request. This field is present when you've logged into your Help Center account.
   • Your email address - enter your email address here. This field is present when you're not logged into your Help Center account.
   • Subject - summarize your issue or question. Depending on what you enter in this field, we’ll automatically suggest relevant Help Center articles we already have on this topic. Check if any of the suggested articles solve your problem - if yes, you can skip submitting the request!
   • How is this impacting your business? - select the most relevant option from the dropdown list.
   • If none of the suggested articles provided a solution, describe your issue or question in the Description field.
   • Attach any relevant screenshots or screen recordings that illustrate the issue.
3. Click Submit.

Once you’ve submitted your request, you’ll be redirected to the ticket view under your Help Center account, where you can see its current status, submission date and time, the time of the last activity, and the ticket ID.

From this view, you can submit additional information, view the whole conversation with the Support team, and mark the ticket as solved.

Every time you submit a request, you will also receive an automatic email notification that confirms that our Support team has received it.

You can also click on the ticket ID in any support ticket-related email you receive to open the ticket in your Help Center account.

3. Managing your support requests in Help Center

Click on your user name at the top-right corner and select Requests to access all support tickets. There are two tabs: one for support requests you’ve submitted and the other for requests you’re CC’d on.

You can filter the tickets in both tabs by status. For example, to check only your open tickets, choose the status ‘Open’ from the drop-down.

Your support tickets can have four statuses: 

• Open – the ticket is either received and waiting to be assigned, or the Support Agent is working on it.
• Awaiting your reply – the Support Agent has requested additional information about the ticket and is waiting for your reply.
• Investigating – the ticket is being investigated.
• Solved – the ticket has been resolved or marked as solved.

Scoro switched to a new ticketing system in February 2023. If you create a Help Center account with the same email address that you’ve previously used to send in support requests via email, our ticketing system will automatically recognize your email address and match it with old requests. This means you will automatically see all the tickets you’ve submitted since February 2023 under your account. 

4. Restoring your Help Center account password

To restore your Help Center account password:

1. In Help Center, click the Sign in button at the top-right corner of the screen.
2. Click on Get a password.
3. Enter the email address of your Help Center account and click Submit.
   
   
4. You’ll receive the password reset email - click the link there and create a new password for your account.

After you’ve changed the password for your account, you will be redirected to your Help Center account. A confirmation email about the password change will also be sent to your email.