Optimizely support user guide

To gain access to the various Support tools, an Optimizely representative will create an account for you. Once your account is created, you should receive an email to request you create a login and password. After which, a second email is sent to verify you are the owner of the associated email account.

Once your account is created and verified, you can officially engage with Optimizely's Support team.

Optimizely's support sites

• https://b2bcommercesupport.episerver.com (end user and developer documentation for Cloud)
• https://b2bcommercesdk.episerver.com (end user and developer documentation for SDK versions 4.2 and above)
• https://b2bcommercelegacysupport.episerver.com (general end user focused documentation for versions 4.1 and below)
• https://b2bportfoliosupport.episerver.com (documentation to support Optimizely Portfolio)

How do I submit a request?

Option 1 (preferred)

After signing into the desired site, click the Submit a request link in the upper right corner of the page and fill out the form. This method is preferred, as it lets you set the priority* level of your request (see below for more information on priority levels).

Option 2

Simply email support for new tickets:

• [email protected]

What does the Priority field mean when entering a new ticket?

The priority field is a way to indicate the urgency of your ticket. Keep in mind, the B2B Commerce support specialist assigned to the ticket will review it, and as a result, may change the priority. To help with correctly identifying the priority, follow the guidelines below:

	Low	Normal	High	Urgent
Priority Description	Enhancement requests or small hindrances to the work flow of individual users and acceptable work around may be available.	Interruption to the work flow of individual users and a work around may be available.	Interruption to business processes affecting individual users and no work around is available	Interruption to critical business processes affecting many users and no work around is available
Examples	Feature request	How to create a CMS page	Single User cannot place order; Product shows wrong price	All users cannot place an order; Pricing not showing
Urgency	Immediate resolution is not needed by customer	Immediate resolution is not needed by customer	Immediate resolution is needed by customer	Immediate resolution is needed by customer

How do I reply to tickets?

There are two ways to reply to a ticket:

• Log into the Support site and from the profile menu, select My Activites
• Simply reply back to the emails

How can I help speed up the process for resolving tickets?

• Provide screenshots with the entire URL included in the image.
• Write up clear steps to duplicate the issue, including the version.
• If you are a Partner, include the Client you are working with.

Using the Help center and documentation

• Search for errors or keywords
• After searching, use the breadcrumbs or categories to narrow down the search results
• From the home page, use the categories to go through the Help Center

How do I review my activity within the site?

Click your profile name in the upper right corner and select My activities.

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The My activities page displays your requests, contributions, and any articles you are currently following.