Submitting a detailed support ticket helps our team diagnose issues quickly and ensures the fastest possible resolution. Follow the steps below to submit a ticket through email or the Acadia Bay Support Portal.

📨 Where to Submit Tickets

1. Email

Send an email to: support@acadiabay.zohodesk.com
Anything sent to this address will automatically create a support ticket.

2. Acadia Bay Support Portal

Submit and view tickets online at: https://acadiabay.zohodesk.com

From the portal, you can:

• Submit a new ticket
• View your organization's ticket status and history
• Add comments or attachments
• Communicate directly with our support team
  

📝 Required Ticket Fields

1. Subject

Provide a short, clear title describing the issue.

Examples:

• Checkout error for members
• Renewal batch not updating statuses
• Need help creating event discount codes

2. Description

Include a summary of the issue or request. Helpful information includes:

• What you were trying to do
• What happened instead
• Error messages (text or screenshot)
• Who is affected: staff, members, or both
• How widespread the issue is

3. Steps to Recreate the Issue (if applicable)

Provide step-by-step instructions so we can reproduce the issue.

Example:

1. Log in to the portal as "John Smith" from his Contact record
2. Go to Events > 2030 Annual Conference
   
3. Click Register and select "Member Ticket"
   
4. Click Continue
5. The page spins indefinitely

If the issue is intermittent, note any patterns you’ve observed.

4. Priority

Select the urgency level based on impact to your organization:

• 🔴 Critical – Financial impact, system unavailable, members/staff fully blocked
• 🟠 High – Major disruption, but not a full outage
• 🟡 Medium – Workaround exists; issue should be addressed soon
• 🟢 Low – Minor issue or enhancement request

5. Classification

• Question – “How do I…?”
• Problem – Something is not working correctly
• Enhancement – Improvement or new feature request
• Other – Anything not covered above

6. Attachment

Attach any files that help illustrate the issue. They almost always help us understand and resolve the issue faster.

• Screenshots (include the browser address bar in all screenshots)
• Videos (SnagIt or Loom recommended)
• Error messages
• CSV samples or record screenshots
• URLs to affected records

💡 Tips for Faster Resolution

• Include URLs of affected records
• Specify whether the issue occurs in Production, Sandbox, or both
• Mention any recent changes (new staff, new automations, upgrades, etc.)
• For Fonteva issues, include item names, events, memberships, or order numbers

We’re Here to Help

If you're not sure how to classify or prioritize your issue, submit the ticket anyway — our team will categorize it correctly.