Support Tickets
Submit and track support requests directly from your x12port account.
Available at /support.
When to Submit a Ticket
Use a support ticket for:
- Technical issues with your account, endpoints, or document processing
- Questions about billing, plan changes, or usage limits
- Requests to enable or configure features not available in self-service
- Reporting a bug or unexpected behaviour
For instant answers to common questions about EDI, x12port features, or API usage, use the
AI Support Chat — the sparkle icon at the bottom-right of any page. It's free,
instant, and doesn't require submitting a ticket.
Submitting a Ticket
- Go to /support
- Click Submit a Ticket
- Fill in:
- Subject — a short description of the issue (e.g. "856 ASN not reaching Walmart")
- Category — Technical Issue, Billing, Feature Request, or General Question
- Priority — Low, Normal, or High (use High for production-down situations)
- Description — as much detail as possible: what happened, what you expected, error messages, partner name, transaction set, and timestamps
- Click Submit
Ticket Status
| Status | Meaning |
|---|
| Open | Ticket received and in the support queue |
| In Progress | Support team is actively working on it |
| Awaiting Your Reply | Support team has responded and needs more information from you |
| Resolved | Issue addressed — ticket closed |
| Closed | Ticket closed after resolution or inactivity |
Response Times
| Priority | Target first response |
|---|
| High | Within 4 business hours |
| Normal | Within 1 business day |
| Low | Within 2–3 business days |
ℹ️
Include the ISA control number, trading partner name, and a timestamp when reporting a transmission issue — it lets the support team locate the specific exchange immediately without back-and-forth.
Viewing Your Tickets
All your tickets are listed on the /support page, sorted by most recent activity.
Click any ticket to see the full conversation thread, add a reply, or upload a file attachment.