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If you face an issue in Pickcel or need help from the support team, you can raise a support ticket from the Pickcel Help Center. This sends your request directly to our support engineers so they can investigate and respond.

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Before you begin

You need a Pickcel Help Center login to submit support tickets.
  • The Help Center login is different from your Pickcel Console credentials.
  • The Pickcel team will share your Help Center username and password with you.
  • If you do not have these credentials, contact Pickcel support at support@pickcel.com and request access to the Help Center.

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Submit a support ticket

1

Sign in to the Help Center

Open https://support.pickcel.com/portal/en/newticket in your browser and sign in using the Help Center username and password shared by the Pickcel team.After you sign in, the Submit a ticket form will open directly.
Submit a ticket form
2

Fill in Ticket Information

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Subject

Type a short and clear summary of the issue.
Ticket Information section
Good examples:
  • Weather app is not picking device location
  • Unable to publish composition to LG webOS display
  • Error while logging in to Pickcel console
A clear subject helps the support team quickly understand the ticket.

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Description

Use the Description box to describe the issue in detail.
Description field
It helps if you include:
  • What you were trying to do
  • The steps you followed
  • What you expected to happen
  • What actually happened
  • Any error messages you saw
  • Device type and operating system (for example: Samsung Tizen, LG webOS, Android player, Windows PC)
  • Browser name and version, if the issue is in the Pickcel console
  • Date and approximate time when the issue occurred, along with your time zone
The more detail you provide, the easier it is for the team to reproduce and resolve the problem.
3

Provide Additional Information

Scroll to the Additional Information section to specify priority and classification.
Additional Information section

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Priority

Set how urgent the issue is:
  • High: Critical impact. Screens are down, core features are not working, or there is a major production outage.
  • Medium: Important issue affecting work, but some workaround is possible or the impact is limited.
  • Low: General questions, cosmetic issues, or suggestions for improvement.
Priority field
Choosing the right priority helps the team plan responses and resolutions.

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Classifications

Select the type of request from Classifications:
  • Question: You need guidance or clarification.
  • Problem: Something that should work is not working.
  • Feature: You want to request a new feature or enhancement.
  • Others: Any request that does not fit the above types.
Classifications field
4

Attach files

At the bottom of the form you will see Attach a file (Up to 40 MB).Click Attach a file and add:
  • Screenshots of the error or issue
  • Short screen recordings
  • Configuration files or logs, if available
Attach file section
Good attachments make it easier for the team to understand and troubleshoot the problem.
5

Submit and view your ticket

Review all the filled details and click Submit to create the ticket.After submitting, you are taken to the ticket details page. Here you can:
  • See the ticket ID and status
  • Read replies from the support team
  • Add comments or more attachments if needed
Ticket details page

Your ticket has been successfully submitted and you can track its progress.

You can return to the Cases section at any time to review all your open and closed tickets.

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Chat or call us from the console

If you’d rather reach us directly while working in Pickcel, use the Chat With Us option in the bottom-left corner of the console. It lets you call the team or start a live chat without leaving the dashboard.
Pickcel console dashboard with the Chat With Us button highlighted in the bottom-left corner
1

Open Chat With Us

Click Chat With Us. A support panel opens with two options, Call and Chat.
Pickcel console support panel showing Call and Chat options
2

Call us

Choose Call to speak with the team. Confirm your name and email, then click Call Now to connect.
Call us now panel with name and email fields and a Call Now button
3

Chat with us

Choose Chat to message Peko, your assistant. Pick what you need, Request feature, Report Issue, Need a demo, or Talk to a salesperson, and follow the prompts.
Peko assistant chat with Request feature, Report Issue, Need a demo, and Talk to a salesperson options
For example, select Report Issue and Peko asks which module the issue is in so it can route your request. To reach a person, choose Yes under Want to connect with a human?
Peko chat after selecting Report Issue, asking which module the issue is in
Based on your query, our support team will either pick up your chat and get back to you right away, or review the issue and reach out via email or phone. Either way, we’ll work with you to resolve it.

Contact Support

Email the Pickcel support team directly.

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