• Clients can submit tickets via two methods: Jira or Email.
  • For Jira submissions, clients can track the ticket status and updates within the portal.
  • For email submissions, updates will be provided via email.
  • Clients can reply to the email thread for further communication or clarification
  • Please do not change the subject line once the mail submission has been completed
  • Send a new email or open a Jira ticket if the original ticket has been completed
  • Allow up to 72 hours for a response back 

Jira Submission

  1. Access the Client Portal's New Ticket Form (Account May Be Required): Use this link: https://worldsync.atlassian.net/servicedesk/customer/portal/2088 to open the client portal and directly access the form for submitting a new support ticket. Depending on your client status, you may be prompted to log in with an existing account or create a new one to access the form.
  2. Click on "Create" to initiate a new ticket.
  3. Select the appropriate project or request type.
  4. Complete the form:
    • Summary: A brief description of the issue.
    • Type of Request:
      • Review Import
      • Product Import
      • Manual Matching
      • Brand Engage
      • Enable/Disable Syndication Partner
      • Investigate missing/incorrect content
      • Other
    • Request Details:
      • Client Name
      • Product URL(s)
      • Page/Product ID(s)
      • Additional Details:
    • Email: Include any email address necessary
    • Attachment: Add any relevant screenshots, logs, or documents.
  5. Submit the ticket.

Email Submission

  1. Send an email to pwrsyndication@1worldsync.atlassian.net
  2. Use a clear and concise subject line describing the issue.
  3. In the email body, include:
  • Detailed summary of the problem
  • Type of Request:
    • Review Import
    • Product Import
    • Manual Matching
    • Brand Engage
    • Enable/Disable Syndication Partner
    • Investigate missing/incorrect content
    • Other
  • Request Details:
    • Client Name
    • Product URL(s)
    • Page/Product ID(s)
    • Additional Details:
  • Email: Include any email address necessary
  • Attachment: Add any relevant screenshots, logs, or documents.

Request Types Required Information

Request Type Required Info
Review Import Review Feed Template (Help Site)
Product Import Product Feed Template (Help Site)
Manual Matching Mapping File Template
Brand Engage Provide Brand AND Retailer Name
Enable/Disable Syndication Partner Enablement Template
Investigate missing/incorrect content Provide Brand/Retailer URLs