You will of course do your own troubleshooting when a WalkMe item isn't working as you expect, but you may inevitably need further assistance at one point or another in your journey.
Watch the video to understand how to create a WalkMe Support Ticket.
| Key Takeaways |
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Head to the WalkMe Community to open up a support ticket. Follow the prompts on the form to provide team with as much information as possible. This will ensure the fastest case resolution possible. |
A dedicated WalkMe Support Team is always ready to assist with any technical questions or troubleshooting related to the WalkMe product. Support cases are managed through an efficient, user friendly ticketing system located in the WalkMe World Community.
Related Resources
Before creating a technical Support case, it is suggest to explore the related resources:
WalkMe World Community | View Article |
Common Troubleshooting Issues | View Article |
You can contact WalkMe Support by creating a case in the WalkMe World Community portal, chat, or in some cases, using WalkMe Builder Assistant or Issue Recorder.
How to Create a WalkMe Support Case
| Step 1: WalkMe World Community |
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Log in to the WalkMe World Community and select contact support on the home page.  |
| Step 2: Contact Support form |
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Fill in the Contact Support form. See recommendations for best practices for more info.  |
| Step 3: Add Collaborators (optional) |
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Adding collaborators lets additional people help your case or receive case updates. Whoever you add will see case communications and be able to interact directly with the Support Engineer if necessary. To add a collaborator:
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| Step 4: Attach a screenshot or file (recommended) |
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| Step 5: Click Submit & you're Done! |
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| You will hear back shortly from wonderful Support Team about your case! |
Below are a few helpful hints that will helps get a faster resolution with Support by providing them all the context they need.
Depending on the issue, Support may provide instructions for running and collecting a screenshot of WalkMe API commands from your Environment. Common API commands and a full breakdown of how to run them can be found here: How to Take Console Screenshots for Support
No detail is too small. Use this template as a guide.
Support FAQ can be found here.
Sometimes, you have a quick question, would like a quick update, or you simply prefer chat as your communication option. Either way, it is covered.
Chat from the WalkMe Help Center
Log in to the WalkMe Help Center
Locate the chat button in the bottom right corner of the page.
Enter the subject.
You will be connected to an Agent who will assist with the case.
The figure shows the Chat box from the WalkMe Help Center.
Quick Access from the WalkMe Editor
Log in to the WalkMe Editor.
Click the Question Mark in the upper right corner.
Select the WalkMe World option to be redirected to the WalkMe World Community
Locate the chat button in the bottom right corner of the page.
Enter the subject.
You will be connected to an Agent who will assist with the case.
The figure shows the Quick Access from the WalkMe Editor.
