If you have gone through the Pre-Support Checklist and haven’t found an answer in the Common Problems & Solutions, the Prodly team is here to help.

What Should I Know Before Opening a Case?

Before opening a case it may be helpful to try searching for documentation on the topic to see if the information you are looking for is already available. For this, we recommend searching Prodly’s Success Community and the Prodly Help Center.

When opening a case, the more detailed, the better. Any information you can provide in your case that could be helpful for our support team to troubleshoot your issue is appreciated.

For example, if you are receiving an error message, please state the message you received or provide a screenshot of this message. If you are encountering multiple unrelated issues, please open separate cases to keep each case focused on one particular issue.

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Please note that screenshots and attachments can only be added in the initial case submission and cannot be added to the case after it has been submitted. If you initiate the case through email, Prodly will only have your email as a contact for the case. In these instances, it is best to include your full name and associated account in your message.

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Often several support team members may want to reference the details of your case, this helps us to offer additional support to you. We recommend that you respond to the case via the email that was sent to you as the Support Team’s response. This allows all of the details of your case to remain in one place. Anyone on your team with access to the Prodly Success Community can log in to review active and past cases by visiting the My Cases tab.

How to Log a Case

The primary method for support is to open a case via the Prodly User Community. If you are not yet a member, you can request access or create a case by emailing [email protected]. For general or strategic questions, you can also contact your Customer Success Manager.

The case portal can be accessed by logging into the Prodly Success Community, visiting the Home page and selecting Create A Case on the right hand side of the page.

What to Provide When Logging a Case

To ensure the fastest resolution, please include the following information in your case:

  1. Grant Prodly Login Access to the control org. Refer to this article for details: How-To: Grant Login Access in Salesforce
  2. The Org name and the URLs for any affected records and objects.
  3. A summary and detailed list of steps to reproduce the issue. For example:
  4. Attach relevant screenshots to the case. Attach related files after the case is created or reply to a case email with an attachment to update the supporting documents.
  5. Include details if you stopped the deployment while it was in progress.

Refer to Reporting Errors in Prodly for more information.