Background
The OrderGrid Support Portal is where you find documentation, report software bugs, and raise incidents directly with the OrderGrid Support team.
Accessing the Portal
1. Sign in at ordergrid.atlassian.net/servicedesk/customer/portals with your email.
2. Click OrderGrid Support to open the portal.
Choosing a Request Type
Pick the request type that fits the situation:
Report a Bug — use when something in OrderGrid is not working correctly, and your team can still operate.
Report an Incident — use when the system is down, or your operation has stopped.
Report a Bug
Click Report a Bug.
Complete all fields marked with an asterisk:
Raise this request on behalf of* — enter the email address of the person who should receive all ticket updates.
Store Name & Code — type your site name. You can find it in the upper-right corner of OrderGrid after you sign in.
Area of Impact — select the area of OrderGrid where the issue is occurring. You can select more than one.
Summary* — enter a short title that describes the issue (e.g. "Picking screen error at Store Code: 0038").
Description* — what you were doing, what happened, and any relevant context. Include order numbers, times, users, or items where applicable.
Steps to reproduce* — the steps someone needs to take to recreate the issue.
Priority* — set based on impact:
Highest — needs immediate resolution; warehouse operations are affected.
High — resolution needed within 48 hours.
Medium (default) — resolution within 3–5 business days.
Low — resolution within 10+ business days.
Attachment — Not required. A screenshot or screen recording helps us investigate faster.
Click
Send.
Report an Incident
For system-down situations only.
Click Report an Incident.
Complete all fields marked with an asterisk:
Raise this request on behalf of — enter the email address of the person who should receive all ticket updates.
Summary — one line describing the outage (e.g. "Orders stopped flowing at Store Code: 0038 since 14:00").
Description — what is happening, what is affected, and any error messages.
Order Number — include if a specific order surfaced the issue.
Date & Time of Incident — when the issue began. Format:
25/May/26and08:32 AM.Attachment — Not required. Screenshots or recordings help us confirm the issue faster.
Click
Send.
Your request has been submitted to OrderGrid Support.
For more help, contact us at Support@ordergrid.com.