November 20, 2020 by Ben Chafetz

How to Get the Most Out of Magento Support

If you’re a Magento user, you may be wondering how you can get the most out of Magento support when there’s an issue with your store – and ensure you can maximize uptime and keep your Magento installation running smoothly.

We’re here to help.

Read on, and learn more about how you can get the most out of Magento support, troubleshoot issues with your website, and keep your eCommerce store running. 

Document The Issue Thoroughly As Soon As You Encounter It

If you’re experiencing technical difficulties with your Magento installation, the first thing you should do is document the problem as thoroughly as you can. 

Take screenshots, write down error messages, retrace your steps and repeat the process you used to get the error, and document all other related information as thoroughly as you can.

This will help you a lot as you begin troubleshooting on your own, and if you have to turn to your own Magento development partners or Magento Support for further assistance, this information will be very valuable. 

By documenting each problem with your Magento store thoroughly and completely, you can make sure that the technical experts you work with will be able to quickly identify and resolve the bug or glitch, and resolve the issue accordingly.

Start By Checking Out The Magento Help Center

First things first, if you’re experiencing a minor technical issue, it may be a good idea to check out the Magento Help Center. On this page, you can find a variety of tools, troubleshooting guides, “how tos” and FAQs, along with plenty of other content that will be useful as you build and maintain your Magento website.

The Magento Forums can also be a very helpful (and free!) resource. With nearly 450,000 registered users, there’s always someone who can help you learn more about the Magento platform, and assist with troubleshooting and various technical difficulties.

With these resources, you’ll likely be able to handle minor glitches and problems that occur with your Magento website without too many issues. 

Work With An Experienced Magento Developer To Build & Maintain Your Website

If you’re not solely responsible for building and developing your Magento website – and most eCommerce entrepreneurs aren’t – it’s important to work with an experienced Magento developer who can build a reliable, stable, and fast website.


Not only that, but you should keep your developers on your payroll after your website is complete to maintain, patch, and support your website. Developing a Magento website is not a “one and done” investment. 

Once your website has been built, you’re going to run into glitches, errors, and problems that need to be fixed. It’s not a matter of “if,” but a matter of “when” these issues will happen.

By hiring an experienced Magento development company like 121eCommerce, and investing in support and maintenance services for your website, you’ll be able to resolve these issues without difficulty. 

Know When To Send A Support Ticket Directly To Magento If You’re A Cloud Customer

If you’re a Magento Cloud customer, you have direct access to Magento Support, and can submit support tickets and get help for serious glitches, bugs, and other issues with your Magento store. 

But this is not always the right thing to do. In many cases, you’ll actually want to turn to your development team before you submit a ticket to Magento, because most issues related to your store will not be the responsibility of the Magento Cloud customer support team.

For example, if a new update to Magento breaks the integration of one of your Magento extensions, it’s not up to Magento Cloud support to fix it – but it’s up to you, your development team, and the person or company who developed the extension.

On the other hand, if you’re experiencing problems with the core Magento platform, such as website instability, database problems, or other such issues, this is the purview and responsibility of Magento, since they are the vendor providing cloud hosting and other related services to your business. 

In this case, it’s a good idea to submit a support ticket, and get the help you need from Magento. As a Magento Commerce Cloud customer, you’re guaranteed a certain level of performance from the product you’re using – and Magento Support will assist you if you’re having any issues.

Always Be Thorough And Respond In A Timely Manner When Getting Support

This probably goes without saying, but it’s worth restating. If you’re working with Magento Support or your own support team to resolve an issue with your website, you need to be on the ball when it comes to communications.

The sooner you respond to emails, messages, and phone calls from your various support specialists, the sooner you can resolve the issue. Staying in constant communication ensures the best possible outcome if you’re experiencing a major bug, glitch, or outage in your Magento store. 

You should also do your best to be patient, and trust that Magento Support or your own technical support team are on top of the issue, and working out the proper resolution. You don’t need to send multiple messages about the same subject or send reminders about what the issue is. 

Trust the professionals you’re working with to do their jobs right, and you’ll save yourself a lot of time, headaches, and stress! 

Need Help Running Your Magento Store? 121eCommerce Is Here For You!

At 121eCommerce, we’re experts in the Magento Commerce Cloud platform. Whether you’re migrating from Magento 1, upgrading your Magento 2 website, or you just need an experienced technical support team to maintain and administer your website, we’re here to help.

In addition, as a certified Magento Partner, we work hand-in-glove with Magento Support whenever necessary. Whether the issue is with your own Magento installation or something has gone wrong with the Magento Commerce Cloud backend, you can trust us to coordinate the necessary fixes, and get your store back up and running in a flash.

Interested in learning more? Contact us online, or feel free to give us a call at 216.586.6656. We’re always happy to discuss our services in more detail, and provide you with more information about the benefits of working with 121eCommerce and the Magento Commerce Cloud platform. 

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