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Submitting a support ticket.

When you run into an issue, either you are just having troubles or you have a warranty issue, you can reach us and get help many different ways. We are here to help you. 

You can reach us by:

This article will cover Submitting a support ticket.

To submit a support ticket you can do so from any page on the store, by clicking on the support tab on the left side of the page, or by logging into the Knowledge Base.

 

Submitting from the Knowledge Base.

Go the the Knowledge Base and log in.

At the to of the screen you will see a few options. Click on "Submit a request". 

You will be directed to the submit form. Fill it out and click submit. 

Submitting from the Store.

Go to the store Volcanoecigs.com

After clicking that you will get a pop up window, asking "What is your Question?", fill out the box and hit next.

You will then be offered a list of articles in our Knowledge Base that may answer your question. You can click on any of them to see if you can find the answer to your question without having to submit a request. 

If none of those articles answer your question, you can then click the link at the bottom of the window that says "None of these are helpful- get in touch."

You will then be greeted with a new window offering you 2 options

  1. Find someone to chat with, and
  2. Submit a support request.

For this article we will be covering the Submit a support request. Click on that and you will be sent to the request form.

Fill out all of the fields. Please be as detailed as possible in describing the issues you are having. If this is about an item you purchased already please make sure you add the order number for the order you received the item in. 

Then click submit. 

The request has now been submitted and one of our agents will respond as soon as possible. We respond to all tickets withing 24 hours. 

 

Checking for responses.

You should receive an email letting you know the ticket was created, and you will receive an email as soon as an agent responds. If you do not receive an email in 24 hours and want to check and make sure you just didn't get the email (or it went into a junk folder in your email) You can go to the Knowledge Base and log in with the same login credentials as your store account. Once logged in, at the top of your screen you will see a few options.

You want to click on the "My Activities" link. 

There at the bottom of the screen you can see a list of all your Requests. Where you can click on them and see responses, reply, even start a chat about the ticket (if an agent is available). 

 

 

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