How to: Submit a Support Ticket on the Lynx Portal – Lynx

How to: Submit a Support Ticket on the Lynx Portal

Introduction

Submitting a clear, well-structured support ticket helps our team resolve your issue faster and with fewer back-and-forth messages. This article walks you through how to submit a ticket on the Lynx Portal and what to include for the best results.

The article is categorized into the following sections:

Requirements
When to use this Guide
Benefits of using this Guide
Step-by-Step Resolution
Available Issue Request Types
Key Features
Related Articles

Requirements

An active Lynx Portal account with login credentials.
Access to your portal via a web browser or the Lynx app.
Relevant details on hand: property name, lock model, device info, and a description of the issue.
Any supporting files ready to attach, such as screenshots, videos, or error logs.
Submitting multiple issues in a single ticket may slow down resolution — open separate tickets when possible.
Your ticket number is your primary reference for all follow-up communications; save it after submission.
Response times and available support channels may vary depending on your service tier.
Lock model naming conventions and service tier details may vary — consult your existing Knowledge Base for consistency.

When to use this Guide

You need to contact Lynx Support about a lock, hub, app, or account issue.
You want to submit a ticket with the right information to get a faster resolution.
You are unsure what details to include when opening a support request.
You want to track your ticket status after submission.

Benefits of using this Guide

Reduce back-and-forth communication by providing complete information upfront, leading to faster resolutions.
Ensure your ticket is routed to the right team by selecting the correct category and including relevant device details.
Save time by knowing exactly what to include before you start filling out the ticket form.
Track your issue effectively by saving your ticket number and understanding what to expect after submission.

Step-by-Step Resolution: (click on the orange text for links to other solution articles)

Available Issue Request Types

Onboarding Request: Select this when you are setting up a new account, property, or device with Lynx and need help getting started.
Guest code not synced/working: Select this when a guest's access code has not synced to the lock or does not unlock the door.
Staff code not synced/working: Select this when a staff member's access code has not synced to the lock or does not unlock the door.
Guest Messaging, White-Label Portal: Select this for questions or issues with guest messages or your white-label guest portal.
User & Permission: Select this when you need to add, remove, or change portal users or their access permissions.
Workflow: Select this for questions or issues with setting up or running your workflows and automations.
Hardware Order: Select this when you want to order locks, hubs, or other devices, or have a question about an existing hardware order.
Invoice: Select this for billing questions or to request a correction to an invoice.
Other: Select this when your issue does not fit any of the request types above.
Each issue request type gives you different options to fill in. Make sure to fill in all the information before submitting the request. Example of the Submit a request form for an Onboarding Request:

Key Features

Clear subject line — Summarize the issue briefly (e.g., "Access Code Not Working on Front Door" rather than "Help").
Detailed description — Explain what happened, when it occurred, and what you have already tried.
Property and lock information — Specify which property or lock is affected.
Error messages — Copy the exact error text if one appeared.
Device details — Include the lock model, app version, hub status, or other relevant device information.
Steps already taken — List any troubleshooting you have done so the support team does not repeat it.
One issue per ticket — Submit separate tickets for multiple issues to ensure faster tracking and resolution.
Recent changes — Mention any new lock installations, hub relocations, or app updates that may be relevant.
Connectivity details — For connectivity issues, include signal strength information or the distance between the lock and hub.
Service tier — Note your service tier (Business, Lite, etc.) if your contact or support options are tier-dependent.
Make sure to fill in all the drop-downs or sections at the time of creating the ticket.

Step	Actions
Step 1	Log into your Lynx Portal account.
Step 2	Navigate to the Support section at the top right side of the screen.
Step 3	You will be redirected to a new page to submit the request to support. You can also open the request form directly at https://support.getlynx.co/hc/en-us/requests/new. If you have contacted us before from this support page, then you can click on the "Submit a request" option at the top right side of the screen.
Step 4	Fill in the required fields: CC if needed, Issue request, and description. Select the Issue request from the drop-down.
Step 5	Attach any relevant files such as screenshots, logs, or error messages.
Step 6	Submit the ticket and save your ticket number for reference.