Every ShipHero Customer has unlimited access to support services and resources included in their paid subscription, so take advantage of our four main support avenues:
Self-Help Resources
Want to find the answer yourself and research the ShipHero content available? Check out the links below for additional resources available for everyone.
- Knowledge Base Center: https://help.shiphero.com/dashboard
- ShipHero Blog: https://shiphero.com/ blog/
- ShipHero YouTube Videos: https://www.youtube.com/c/ ShipHero
Developer Resources
Below are links to our online forum for developers to brainstorm solutions or work directly with ShipHero API experts.
- API Resources: https://developer.shiphero.com/
- Developer Community: https://community.shiphero.com/
ShipHero Software Customer Support
Direct support to diagnose and resolve issues, as well as give advice on product features. Customers have 24/7 access to ShipHero Support through our Ticketing System HERE. Please note the support operating hours below. In this section, we cover:
- ShipHero Software Support Hours
- How to Create a Ticket with ShipHero Software Support
- Managing Your Support Experience
- ShipHero Support's Escalation Process
- Requesting a New Feature
ShipHero Support Hours
Use the Help Portal or email Support@shiphero.com to create a ticket for our Support Team 24/7. ShipHero's ticketing system is monitored within regional business hours (8am-5pm)
How to Create a Ticket with ShipHero Software Support
Note for 3PLs: Our support team cannot directly help your clients on tickets. Please submit tickets on your clients' behalf.
When navigating to the help portal from app.shiphero.com please ensure you have All selected in your customer dropdown. Selecting a customer from the dropdown gives you a "soft login to their account" using a psuedo-email in the backend. If you have a customer selected from the dropdown, you will not be able to access the ticket from your main account later.
- Log in to https://app.shiphero.com/.
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Click on Help, located at the far right of the Menu Bar.
- Click "Submit Ticket" to create a new ticket. For more information on accessing existing tickets, please visit HERE.
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Fill out the required fields and send your request.
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You will receive a pop-up with suggested articles based on the information on your request, as shown below. If the list of articles solves the issue, select "Yes, close my request," if not, select "No, I need Help," and the request will be sent to the Support Team.
Managing Your Support Experience
When submitting an issue to ShipHero Support, it is first routed to Tier 1 Support. Our Tier 1 Support team can solve 80% of support requests without escalation and strives to respond within an hour of first contact. You can further expedite the resolution of your issue by providing the following details in your ticket:
- Details on where you are seeing the issue. (Are you using ShipHero Web or ShipHero Mobile? Knowing the version helps, too.)
- An outline of the issue you are experiencing, with the following details:
- The specific order number or product SKU that you are having problems with.
- A screenshot or video is helpful, so we can see what you see.
- Details around what steps you took when you experienced the issue. (This helps us replicate the issue you are seeing.)
Customer Success Managers
Our team of experts helps you maximize the value of ShipHero by educating your team on the application, helping you incorporate best practices as you grow, and keeping you informed on all the up-and-coming features.
Contact your Customer Success Manager by email. If you are unsure who to contact, please message ShipHero Support.