Background
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
Select the request type that matches the situation:
Report a Bug — the OrderGrid system is not behaving as expected, and your operation is still running.
Report an Incident — the system is down, or your operation has stopped.
Report a Bug
Click Report a Bug.
Click Request related to software bugs.
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 — enter your site name. You can find it in the upper-right corner of OrderGrid after signing in.
Area of Impact — select the area of OrderGrid where the issue is occurring. Multiple selections are allowed.
Summary* — enter a short title describing the issue (e.g. "Picking screen error at Store Code: 0038").
Description* — describe what you were doing, what happened, and any relevant context. Include order numbers, times, users, or items where applicable.
Steps to reproduce* — list the exact steps needed to recreate the issue, if possible.
Priority* — select based on operational impact::
Highest — immediate resolution required; operations are affected.
High — resolution required within 48-72 hours.
Medium (default) — resolution within 3-5 business days.
Low — resolution within 10+ business days.
Attachment — optional. A screenshot or screen recording will help speed up the investigation.
Click
Send.
Report an Incident
For system-down situations only.
Click Report an Incident.
Click Report an Incident - Raise an Incident for immediate response.
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 — enter one line describing the outage (e.g. "Orders stopped flowing at Store Code: 0038 since 14:00").
Description — describe what is happening, what is affected, and any error messages displayed.
Order Number — include if a specific order surfaced the issue.
Date & Time of Incident — enter when the issue began. Format:
25/May/26and08:32 AM.Attachment — optional. Screenshots or recordings help confirm the issue faster.
Click
Send.
Your request has been submitted to OrderGrid Support.
For further assistance, contact us at Support@ordergrid.com.