Magento Business Intelligence Help Center

Guidelines for submitting support requests


Magento BI is designed to be easy to use and give you control over your data. If you can’t figure out how to troubleshoot a problem or do something in Magento BI, submitting a ticket is your best bet. A couple quick tips:

  1. When writing in to support, you will first receive an automated response, followed by an analyst reaching out within 3 business hours (9am-5pm ET).
  2. If your question is a quick one, it will be resolved by the same analyst. Otherwise, a different member of the team will be looped in.
  3. The support team communicates primarily using email. When beneficial, and for urgent situations, we are happy to hop on calls, but we recommend providing all relevant information before requesting a call. This ensures that we loop in the best person to help you.

Below is a list of the most common request types we see. The buttons link to a guide for that category, where you'll find:

  • Recommended resources and
  • The info we need to help you, should you still need to submit a request

Please keep in mind that there are some things our support team won't do. Please check out our support and services policies for the complete rundown.

Feature guidance Using a feature for the first time or looking for best-practice examples?
Transform data Trying to calculate new columns on the tables in your data warehouse?
Data discrepancy Found a report that you believe is incorrect or need some help making sense of some not-quite-right data?
Reproduce an analysis Got a SQL query or Excel report that you want to reproduce within Magento BI?
Conduct a new analysis Need some assistance identifying the best way to answer a business question or creating a report?
Connection issue Encountered an error with one of your integrations?
Report a defect Something not functioning quite right? Give us a shout!
Structural database changes Made some structural changes to your database?

Don't see what you're looking for in this list? Please reach out and we'll be happy to help.

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