Why are some tickets incorrectly labeled as "Software Update / Software Bug"?

Some tickets get tagged as Software Update / Software Bug even when the actual issue has nothing to do with software. This is a known categorization problem — it does not affect how your issue is resolved, but it can slow things down if the ticket reaches the wrong team. If your question is about a subscription renewal date, a payment, or equipment delivery, you can help by submitting your ticket through the right channel with a clear description.

Why Does This Happen?

Styku uses an automated system to read new tickets and assign them a category. This system looks at the subject line and the first few emails in the thread. If the subject line is vague (for example, a reply to an old email thread) or if the ticket was forwarded from a sales conversation, the system can misread what the ticket is actually about and assign the wrong category.

This has been observed in two types of situations:

• Billing or renewal questions — such as asking when your subscription renews or disputing an invoice — may be tagged as a software issue if the original email subject mentions software (for example, "Styku software subscription payment has failed").
• Equipment delivery questions — such as following up on a delayed shipment — may be tagged as a software issue if the ticket was forwarded from a sales email thread rather than submitted fresh through the support portal.

How to Make Sure Your Ticket Reaches the Right Team

The best way to avoid miscategorization is to submit a new, clearly described ticket rather than replying to an old email thread.

1. Log in to the Styku Business Portal at styku.com/portal.
2. Navigate to the support section and select Create a Service Ticket.
3. In the Subject field, write a short, specific description of your issue — for example: "Question about my subscription renewal date" or "Scanner not yet delivered — order placed [date]".
4. In the ticket body, include the key details your support team will need (see the bottom of this article for specifics by issue type).
5. Submit the ticket. You should receive a confirmation email, and a Styku team member will follow up within 1 business day.

Who Handles Each Type of Issue?

Not all questions go to the same team. Here is a quick guide:

• Subscription renewal dates, invoices, or payment questions → handled by the Billing / Account Management team
• Equipment shipping, delivery delays, or order status → handled by the Logistics / Fulfillment team
• Software errors, update failures, or scanning problems → handled by the Technical Support team

When you submit a ticket through the portal with a clear subject line, it is much easier to route your request to the right team quickly.

Use a descriptive subject line so your message is routed correctly — avoid replying to old, unrelated email threads.

If this resolves your issue, no further action is needed.

If the problem persists, contact support and include: your original ticket number (if you have one), a brief description of what your question is actually about (billing, delivery, or technical), and any relevant order numbers, invoice numbers, or expected delivery dates.

Applies to: All Styku customers — all scanner models and configurations.