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How to Contact BarTender Support

Jarryd Bailey

BarTender Content Team

  • Updated

Overview

At Seagull Software Technical Services, we are committed to continuously improving the ease and efficiency of your support interactions. To this end, we have introduced several enhancements to our Support Portal, particularly in the Contact Support section.

 

Streamlined Support Ticket Creation

All support tickets are now initiated by completing our online support form. This process allows us to gather critical information up front, reducing delays caused by incomplete or verbal submissions and helping us address your issue more efficiently.

How to Create a New Support Case

  1. Starting on the Contact Support landing page, extend the dropdown menu and select I want to log a new Support Case.

  1. Next, enter your Support Number and click Check Status.
    • To find your Support Number, go to Help > About in BarTender Designer or Manage Cloud Account > General in BarTender Cloud.

  1. You will be directed to a form if your Support Number is valid and qualifies for support. Fill in each available field to the best of your ability. Fields marked with an asterisk are required. When you're finished, click Create Support Case.

Your Support Case Number, or ticket number/ID, will be displayed here. You'll also receive a confirmation email that includes your ticket number shortly after creating your Support Case.

What If I Don't Know My Support Number or Product Key Code (PKC)?

You can still create a Support Case if you don't know or have lost your Support Number and/or your Product Key Code.

  1. Start by selecting I lost my Support Number or Product Key Code from the dropdown menu.

  1. Use the dropdown menu to select the scenario that best fits your needs, and then fill out the remaining fields to the best of your ability. When you're finished, click Create Support Case.

If you're having trouble locating your Support Number, click on Instructions to find your Support Number at the top of the screen for detailed instructions.

Flexible Follow-Up Options

Once your support case is created, you can either await a response from an agent via email or, if eligible, engage with our live support.

Live Support

Please have your Support Case Number (ticket number) ready when you contact BarTender Live Support. It is the first thing you'll be asked for and it provides us with all of the details relevant to your case.

You have two pathways through which you can access BarTender Live Support: directly from the page you land on when you create a new Support Case or on the Contact Support page.

After You Create a New Support Case

You can use the sidebar on the left-hand side of the screen to Call or Chat with us. Just click on either icon to begin the process.

When you click on the Chat option you'll go straight to our Chat dialog. Enter your message and click on the arrow icon to get started.

After you click on the Phone option you'll be shown the phone number for each of our offices. Select the one that best fits your needs.

From the Contact Support Landing Page

  1. To access live support after you've left the final page of the Support Case creation process, use the dropdown menu and select I need further assistance on an existing Support Case (Requires Sign In). You will need to either Log In or Sign Up to continue.

  1. Select your Support Case from below the Subject column to bring up the details of your case. You will see links to both Chat and Phone support at the bottom right-hand corner of your screen.

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