Why was my support ticket handled by sales instead of technical support — and what should I do?

If your support ticket was handled by a sales representative instead of technical support, it usually means the ticket was created without enough detail for our system to route it correctly. The fastest fix is to submit a new ticket directly through the Styku Business Portal with a clear description of your technical issue.

Why Does This Happen?

Tickets can end up with the wrong team for a few common reasons:

• A sales representative forwarded your email to support without including the original context or problem description
• Your ticket was created through a chatbot or email reply with very little information
• An automated system misread your request and categorized it incorrectly (for example, labeling a scan problem as a sales inquiry)

When a ticket arrives without enough detail, it is harder for our team to identify what kind of help you need — and it can cause delays.

How to Get to the Right Team Quickly

Follow these steps to make sure your issue reaches technical support:

1. Log in to the Styku Business Portal at styku.com/portal
2. Navigate to the Need Help? section and select Create a Ticket
3. Complete the ticket form with as much detail as possible (see the next section for what to include)
4. Submit the ticket — this goes directly to the technical support queue

You can also track existing tickets and submit responses to your service manager at styku.com/support.

What to Include in Your Ticket

The more detail you provide, the faster your issue can be resolved. Per Styku's support process, the following information is required when submitting a ticket:

• Your first and last name
• Your phone number
• Your email address
• The location address where your scanner is installed
• Issue category
• A clear description of the problem — describe exactly what happens, what you expected to happen, and when the issue started
• Any error messages displayed on screen — type them out or attach a screenshot (file attachments are optional but encouraged)
• Steps you have already tried to fix the issue
• When the problem occurs — for example, during scanning, after the scan completes, or when launching the software

If You Were Already Waiting for a Response

If your ticket has been open for more than one business day without a technical support response, submit a new ticket through the Business Portal at styku.com/portal referencing your original ticket. This will help the support team locate your case and prioritize it.

Our target response time is one business day.

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

If the problem persists, contact support and include: your first and last name, phone number, email address, scanner location, a description of the original issue, and the ticket ID or email thread from your previous contact so the team can review the history.

Applies to: All Styku configurations; all customers who contact support via email, chatbot, or sales representative referral

Related Resources

• How do I contact Styku customer support?