How To Submit A Support Request
Our support team is here to assist you with any questions, issues, or catalog updates. To ensure your request is routed to the correct team and handled efficiently, we offer three different support forms. Please select the one that best fits your needs.
- General Ticket Form: questions, guidance or help
- Bug Ticket Form: system errors, unexpected behavior or features issues
- Library Catalog/ Data Change Request: updates or data changes to your catalog/ system
- Feature Enhancement Requests: suggest a new feature, or improvement to the system
Remember, One Issue Per Ticket!
To keep our responses fast and organized, please submit one issue per ticket. If you have multiple unrelated questions or requests, feel free to submit them separately.
1. General Ticket Form
Use this form whenever you have questions, need guidance, or require help using the platform.
Examples include:
- How to configure a feature
- Questions about settings or permissions
- Help understanding how to accomplish a task in Synchtank
This form is ideal for non-technical issues or anytime you’re unsure which form to choose.
Submit your ticket here.
2. Bug Ticket Form
Use this form to report any system errors, unexpected behavior, or features not working as intended.
Examples include:
- Buttons or pages not responding
- Error messages
- Incorrect or inconsistent system behavior
Because bug reports require investigation, please include as much information as possible, such as:
- Screenshots or screen recordings
- Steps to reproduce
- URLs and affected users
- Platform/Browser
This helps us:
- Reproduce the issue
- Identify the root cause
- Escalate it to our product and engineering teams faster
Submit your ticket here.
3. Library Catalog / Data Change Request
Use this form for anything related to music assets, catalog data, metadata updates, or content fixes.
These requests go directly to the team responsible for managing and updating your library.
Examples of common requests:
- Metadata corrections (composer, splits, artist, tags, descriptions)
- Replace audio files (updated WAVs, correct mixes)
- Replace artwork
- Fix alternate versions or parent–child relationships
- Remove duplicates
- Takedown requests
- Report ingestion issues
If your request involves music content, metadata, audio, artwork, or catalog structure, this is the correct form.
Submit your ticket here.
4. Feature Enhancement Request
Use this form when you would like to suggest a new feature, a new capability, or an improvement to existing functionality in Synchtank.
Examples include:
- Requesting a new workflow or automation
- Asking for additional controls or configuration options
- Suggesting new reporting or visibility features
- Improvements to the UI or user experience
When submitting a feature request, please include:
- The problem or need this feature would solve
- How the feature would improve your workflow
- Any examples, screenshots, or references
- The impact on your team or business
We appreciate you taking the time to suggest an improvement. Our Product Team will take a look, and we’ll reach out once we’ve reviewed it.
Submit your ticket here.