What information should I send support when something is blocked?
Last updated: May 18, 2026
Quick answer
Use this article to send support the right details the first time.
At a glance
| What you are doing | What you need | Good result | Contact us if |
|---|---|---|---|
| Use this article to send support the right details the first time. | Confirm the required details before you start. | Support can reproduce or investigate the issue without asking for basic information again. | The issue blocks shipping labels, receiving, customer orders, or inventory truth. |
Send this information
- Workspace or company name.
- Your name and email.
- What you were trying to do.
- Exact screen or workflow.
- Order number, SKU, shipment, PO, or tracking number.
- Expected result.
- Actual result.
- Screenshot or screen recording.
- Time the issue happened, including timezone.
- Whether the issue blocks shipping, receiving, or customer support.
Do not send
- Passwords.
- API keys.
- Full credit card numbers.
- Private customer data that is not needed for the issue.
What good looks like
Support can reproduce or investigate the issue without asking for basic information again.
Contact us when
The issue blocks shipping labels, receiving, customer orders, or inventory truth.
Contact options
- Email Logentic Support: best for detailed requests, screenshots, or follow-up context.
- Open in-app chat: fastest when you are already signed in and need help in context.
- Call Logentic: call (855) 529-0009 for an urgent launch, warehouse, or fulfillment blocker.
- Request Slack support access: ask us to add your team to a shared Logentic support channel.