Submitting a Request Through the Help Center
The primary method of support is through our help center with knowledge base articles covering the most common issues and resolutions. You can access the help center here:
Lucid Green Help Center (https://help.lucidgreen.io)
- Within the help center you can search or view all help and knowledge base articles as well as submit support tickets.
- When you first open the Help Center, this is the page you will see:
- You can submit tickets directly within the Lucid Green Help Center, by clicking on the Submit a Ticket link in the upper right corner of the landing page:
(https://help.lucidgreen.io/hc/en-us/requests/new)
- You will be taken to the submission form and asked
for the following:- Email Address (Unless signed in)
- Ticket Subject
- Ticket Category
- Ticket Description
- Phone Number (optional)
- Attachments
(optional but will streamline troubleshooting if provided at the beginning)
- Once a ticket has been submitted you will receive an email confirmation and the Retail Support Team will review and reply to the ticket.
Submitting a Request by E-mail
For anything that is urgent and disruptive to your business/service flow, please reach out directly to your retail operations specialist. For any non-urgent issues, please contact retailsupport@lucidgreen.io with the following information:
-
Installation ID (LucidRetail LITE: How to Find Your Installation ID)
- Picture(s) of the LucidID(s) and/or CaseID(s) having the issue
-
SKU and Inventory Record (could be the Metrc UID)
- A video of the issue to gain further insight
Once submitted we'll work with our engineering team and/or the brand to source solutions as soon as possible.
It is important to note that it's also imperative that the feedback is communicated to the brand directly to ensure their continued improvement and collaboration.
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