Submit a ticket : SoundStack Support

<!DOCTYPE html>      <html class="no-js " lang="en" dir="ltr" data-date-format="us"> <head>  <title> Submit a ticket : SoundStack Support </title>  <meta charset="utf-8" /> <meta http-equiv="X-UA-Compatible" content="IE=edge,chrome=1" /> <meta name="description" content= "" /> <meta name="author" content= "" /> <meta property="og:title" content="Submit a ticket" /> <meta property="og:url" content="https://support.soundstack.com/support/tickets/new" /> <meta property="og:image" content="https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/43307463542/logo/-DtFZJsYMR0bjW4hx0HpNGhBzOBokJX0UA.png?X-Amz-Algorithm=AWS4-HMAC-SHA256&amp;X-Amz-Credential=AKIAS6FNSMY2XLZULJPI%2F20241126%2Fus-east-1%2Fs3%2Faws4_request&amp;X-Amz-Date=20241126T204519Z&amp;X-Amz-Expires=604800&amp;X-Amz-SignedHeaders=host&amp;X-Amz-Signature=663687b99168b1f6e53eb07341360f95f7da0f063693142ba9865a6422d03e1b" /> <meta property="og:site_name" content="SoundStack Support" /> <meta 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href="https://soundstack.com/"class='portal-logo'><span class="portal-img"><i></i> <img src='https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/43307463542/logo/-DtFZJsYMR0bjW4hx0HpNGhBzOBokJX0UA.png' alt="Logo" onerror="default_image_error(this)" data-type="logo" /> </span></a> <h1 class="ellipsis heading">Support</h1> </div> <nav class="banner-nav"> <div class="welcome">Welcome <b></b> </div> <b><a href="/support/login"><b>Login</b></a></b>  <b><a href="/support/signup"><b>Sign up</b></a></b> </nav> </div> </header>  <div class="page">   <div class="alert alert-with-close notice" id="noticeajax" style="display:none;"></div> <div class="c-wrapper"> <div class="new_ticket_page"> <section class="content main rounded-6 fc-new-ticket">  <h3 class="heading fc-new-ticket-heading">Submit a ticket</h3> <form class="form-portal ticket-form" rel="validate" id="new_helpdesk_ticket" enctype="multipart/form-data" action="/support/tickets" accept-charset="UTF-8" method="post"><input name="utf8" type="hidden" value="✓" /><input type="hidden" name="authenticity_token" value="ynsGY9+AruMx7uKPcnMzshd7UXzxoEzynIDy9noVUMccJFPHvHJ43yzCiWd3kHPB61M+y9keDvfReR94hYbLnA==" /> <div class="control-group " > <label class=" required control-label requester-label " for="helpdesk_ticket_email">Requester</label> <div class="controls "> <div class="row-fluid"> <input value="" class="span12 email required" placeholder="Email" data-remote="true" type="email" name="helpdesk_ticket[email]" id="helpdesk_ticket_email" /> <div id="name_field" class="default_name_field hide"> <input class="text span12 name_field" placeholder="Your Name" name="helpdesk_ticket[name]" type="text" /> </div> </div> </div> </div> <div class="control-group " > <label class=" required control-label subject-label " for="helpdesk_ticket_subject">Subject</label> <div class="controls "> <input class=" required text span12" placeholder="" type="text" name="helpdesk_ticket[subject]" id="helpdesk_ticket_subject" /> </div> </div> <div class="control-group " > <label class=" required control-label cf_support_request_951690-label " for="helpdesk_ticket_cf_support_request_951690">Category</label> <div class="controls nested_field "> <select class=" required nested_field" name="helpdesk_ticket[custom_field][cf_support_request_951690]" id="helpdesk_ticket_custom_field_cf_support_request_951690"><option value="">...</option> <option value="General support">General support</option> <option value="New service or Billing request">New service or Billing request</option> <option value="Stream, station or podcast issue">Stream, station or podcast issue</option> <option value="Other">Other</option></select><div class="level_2"><label class="required">Which best describes your request?</label><select class=" required nested_field" name="helpdesk_ticket[custom_field][cf_billing_request_951690]" id="helpdesk_ticket_custom_field_cf_billing_request_951690"><option value="">...</option> </select></div><script> //<![CDATA[ jQuery('#helpdesk_ticket_custom_field_cf_support_request_951690').nested_select_tag({"data_tree":[["General support","General support",[["I鈥檓 requesting general tech support","I鈥檓 requesting general tech support",[]],["I need help with my new services","I need help with my new services",[]],["I need help with my encoder or automation system","I need help with my encoder or automation system",[]],["I have a software, scheduling or interface concern","I have a software, scheduling or interface concern",[]],["I have a question about licensing or royalties","I have a question about licensing or royalties",[]]]],["New service or Billing request","New service or Billing request",[["I鈥檇 like to start or add new services","I鈥檇 like to start or add new services",[]],["I have a billing question or concern","I have a billing question or concern",[]],["My stream or station is silent as a result of a billing concern","My stream or station is silent as a result of a billing concern",[]],["I have a question about my ad revenue","I have a question about my ad revenue",[]]]],["Stream, station or podcast issue","Stream, station or podcast issue",[["I can鈥檛 login to my service","I can鈥檛 login to my service",[]],["I鈥檓 hearing audio problems on my stream or podcast","I鈥檓 hearing audio problems on my stream or podcast",[]],["I'm having an issue with the software dashboard","I'm having an issue with the software dashboard",[]],["My service is inaccessible","My service is inaccessible",[]],["My stream or station is silent","My stream or station is silent",[]],["My podcast is inaccessible","My podcast is inaccessible",[]],["I鈥檓 experiencing issues with ads","I鈥檓 experiencing issues with ads",[]],["I鈥檓 experiencing issues with analytics and reports","I鈥檓 experiencing issues with analytics and reports",[]]]],["Other","Other",[]]],"initValues":null,"disable_children":false,"include_blank":"...","selected":null,"pl_value_id":null,"subcategory_id":"helpdesk_ticket_custom_field_cf_billing_request_951690"}); //]]> </script> </div> </div> <div class="control-group " > <label class=" required control-label description-label " for="helpdesk_ticket_description">Description</label> <div class="controls "> <textarea class=" required_redactor html_paragraph span12" rows="6" placeholder="" name="helpdesk_ticket[ticket_body_attributes][description_html]" id="helpdesk_ticket_ticket_body_attributes_description_html"> </textarea> <div class="single_file"> <div class="attach-wrapper row-fluid new-attach" id="attachment-type" data-multifile-enable="true" data-location="portal"> <div class="attachments-list-wrap"> <div class="attachments-list-form" id="ticket-container"> <div class="attachment_contents"> <div id="ticket-attachments" class="attachments-wrap shared_attachment_list"> </div> </div> </div> <div class="clearfix"></div> <div class="hidden_upload"> <div class="add_attachment"><span>+</span> Attach a file</div> <input type="file" name="emptyfile" id="ticket_file" data-attach-id="ticket" nameWhenFilled="helpdesk_ticket[attachments][][resource]" fileContainer="ticket-container" fileList="ticket-attachments" sendFocusTo="ticket-body" max_size="20" max_attachment= "" > </div> </div>   </div> <script id="file-list-template" type="text/x-jquery-tmpl"> <div class="item"> <span class="{{if (!file_valid) }} alert-invalid {{/if}}"> ${name} {{if (size != '0' && size != '0.00 KB ') }} (${size}) {{/if}} - </span> <span> {{if (file_valid) }} <a href="javascript:void(0)" onclick="Helpdesk.Multifile.remove(this); return false;" inputId="${inputId}" class="attachment-close"></a> {{/if}} {{if (!file_valid)}} {{if (is_blocked) }} <div> <span class="alert-invalid-attach-text"> Your attachment(s) type is/are not supported.(Not Added) </span> </div> {{else}} <div> <span class="alert-invalid-attach-text"> Exceeds attachments size(Not Added) </span> </div> {{/if}} {{/if}} </span> </div> </script> <script type="text/javascript"> // Fix for Firefox/IE - To override :hover style persistance after click on input[type=file] element jQuery('div.attach-wrapper a[data-toggle="dropdown"]').bind('click', function(){ jQuery(this).parents('div.attach-wrapper').find('a.attach-link-wrap').first().css({ 'background-color': 'inherit', 'background-image': 'inherit', 'color': 'inherit', 'box-shadow': 'inherit' }); }); jQuery('li.portal-attach a.attach-link-wrap') .bind('mouseover', function(){ jQuery(this).removeAttr('style'); }) .bind('mousemove', function(event){ // Fix to move "Browse" button along with mouse pointer - fix for IE. p=jQuery(this).find('div').first(); newLeft = Math.min(175, Math.max(event.clientX - p.offset().left + p.position().left - 5, 0)); window.title = newLeft; p.css({left: newLeft, top: 0}); }) </script> </div> </div> </div>  <div class="control-group"> <div class="controls recaptcha-control"> <script src="https://www.recaptcha.net/recaptcha/enterprise.js" async defer ></script> <div data-sitekey="6LdvejUUAAAAAEn6wjOFcPVRyQr4KtAJ03ltA1SQ" class="g-recaptcha " display="{:theme=>"white"}"></div> <noscript> <div> <div style="width: 302px; height: 422px; position: relative;"> <div style="width: 302px; height: 422px; position: absolute;"> <iframe src="https://www.recaptcha.net/recaptcha/enterprise/fallback?k=6LdvejUUAAAAAEn6wjOFcPVRyQr4KtAJ03ltA1SQ" name="ReCAPTCHA" style="width: 302px; height: 422px; border-style: none; border: 0; overflow: hidden;"> </iframe> </div> </div> <div style="width: 300px; height: 60px; border-style: none; bottom: 12px; left: 25px; margin: 0px; padding: 0px; right: 25px; background: #f9f9f9; border: 1px solid #c1c1c1; border-radius: 3px;"> <textarea id="g-recaptcha-response" name="g-recaptcha-response" class="g-recaptcha-response" style="width: 250px; height: 40px; border: 1px solid #c1c1c1; margin: 10px 25px; padding: 0px; resize: none;"> </textarea> </div> </div> </noscript> </div> </div> <input type="hidden" name="meta[user_agent]" id="meta_user_agent" value="Mozilla/5.0 (X11; Linux i686) AppleWebKit/535.1 (KHTML, like Gecko) Ubuntu/10.04 Chromium/14.0.813.0 Chrome/14.0.813.0 Safari/535.1" /> <input type="hidden" name="meta[seen_articles]" id="meta_seen_articles" /> <input type="hidden" name="meta[enterprise_enabled]" id="meta_enterprise_enabled" value="false" /> <input type="hidden" name="meta[referrer]" id="meta_referrer" value="" /> <input type="hidden" name="helpdesk_ticket[form_id]" id="helpdesk_ticket_form_id" value="43000001635" /> <div class="form-actions"> <input type="submit" name="commit" value="Submit" id="helpdesk_ticket_submit" class="btn btn-primary" /> <a class="btn" href="/support/home">Cancel</a> </div> </form> <script src="https://assets2.freshdesk.com/assets/cdn/lookup_field-fbaae59ac52f80ac49090db27333b303849342f4c1f4fd8495c6f6a3f1a48e9d.js"></script> <script> //<![CDATA[ jQuery(document).on('focus', '.redactor_editor', function() { jQuery('#helpdesk_ticket_ticket_body_attributes_description_html-error').css({'display':'none'}) jQuery('#helpdesk_ticket_ticket_body_attributes_description_html-error').parents('.control-group').removeClass('error-group') }); jQuery(document).on('blur', '.redactor_editor', function() { if(!jQuery('#helpdesk_ticket_ticket_body_attributes_description_html').data('redactor').isNotEmpty()){ jQuery('#helpdesk_ticket_ticket_body_attributes_description_html-error').css({'display':'block'}) jQuery('#helpdesk_ticket_ticket_body_attributes_description_html-error').parents('.control-group').addClass('error-group') } }); (function($){ var populateRequestForm = function(){ var requester_input = $('#helpdesk_ticket_email'); requester_input.val("").trigger('focusout'); }; jQuery(document).ready(function(){ populateRequestForm(); jQuery('#meta_referrer').val(document.referrer.escapeHTML()); callbackToSolutionSearch = function(string){ var search_url = encodeURI("/en/support/search/solutions?max_matches=5&term="+string) jQuery.ajax({ url: search_url, dataType: 'json', success: function(data){ var search_items = jQuery("<ul class='unstyled'>") jQuery.each(data, function(i, item){ jQuery( "<li>" ) //.append('<span class="label label-small label-light ">'+ item.group +'</span>') .append("<a href='"+item.url+"'>" + item.title + "</a> ") .append('<p class="max-search-content">'+ item.desc +'</p>') //.addClass(item.type.toLowerCase()+'-item') .appendTo( search_items ) }) if(data.length > 4){ jQuery("<li>") .append("<a class='search-results-link'>" + "Show all results" + "</a> ").appendTo( search_items ) } if(data.length > 0){ jQuery("#new-ticket-search") .html(search_items) .prepend("<h4>Related articles...</h4>") .show() } jQuery('.search-results-link').attr('href', search_url); jQuery("#helpdesk_ticket_subject").removeClass("sloading loading-small loading-right"); } }); } jQuery("#helpdesk_ticket_subject").on("blur", function(ev){ var searchString = this.value.replace(/^\s+|\s+$/g, ""); if(searchString != '' && searchString.length > 1){ jQuery(this).addClass("sloading loading-small loading-right"); callbackToSolutionSearch(searchString); }else{ jQuery(this).removeClass("sloading loading-small loading-right"); } }); if( jQBrowser.desktop ){ var redactor_type = "anonymous-ticket" invokeRedactor('helpdesk_ticket_ticket_body_attributes_description_html', redactor_type) } var focus_element = Form.findFirstElement(document.forms[0]); if ($(focus_element).prop('id') == "helpdesk_ticket_ticket_body_attributes_description_html"){ jQuery(focus_element).data('redactor').$editor.focus(); } else { Form.focusFirstElement(document.forms[0]); } jQuery(".dynamic_sections") .on("change", function(e){ var id; var fieldId = this.id; var $el = jQuery(this); var selected = $el.find(':selected'); if (selected.length > 0){ id = selected.data().id; } var nextElements = $el.closest('div.control-group').nextAll(); nextElements.each(jQuery.proxy(function(index, dataItem){ if (jQuery(dataItem).hasClass('ticket_section')) dataItem.remove(); else return false; },this)); var picklistElementSelector = '.'+fieldId+'_picklist_section_'+id; var element = jQuery(picklistElementSelector).parent(); var transformedElements; if(element.length != 0) { transformedElements = jQuery(jQuery(picklistElementSelector).val() .replace(new RegExp('&lt', 'g'), '<') .replace(new RegExp('&gt', 'g'), '>')); transformedElements.insertAfter(jQuery("#"+this.id).parents('.control-group')); initLookupFields(transformedElements, true); } }); jQuery('.dynamic_sections, [id^="helpdesk_ticket_custom_field_"]:not(".nested_field")').trigger('change'); jQuery('[id^="helpdesk_ticket_custom_field_"][type*="checkbox"]').val(1).trigger('change'); initLookupFields(); }); jQuery("#helpdesk_ticket_email").focusout(function(){ var ticket_email = jQuery("#helpdesk_ticket_email").val(); if(false){ jQuery.ajax({ type: 'POST', data: {email : ticket_email}, datatype: 'json', url: "/helpdesk/commons/user_companies", success: function(data){ if(data != false){ jQuery('#helpdesk_ticket_company_id').empty(); jQuery.each(data, function(key, val){ jQuery("<option/>").val(val[1]).html(val[0]).appendTo("#helpdesk_ticket_company_id"); }); if(!jQuery("#cc_emails").hasClass("non_company_ccs")){ jQuery("#helpdesk_ticket_company_id").on("change", function(){ jQuery("#cc_emails_filter").select2('val', '').empty(); }); } jQuery('#helpdesk_ticket_company_id').val('').change(); jQuery('.company-label').parent().insertAfter(jQuery("#helpdesk_ticket_email")); jQuery('#helpdesk_ticket_company_id').removeAttr("disabled"); jQuery('.company-label').parent().slideDown(); jQuery('#add-cc-button').slideDown(); }else{ jQuery('#helpdesk_ticket_company_id').attr("disabled", true); jQuery('.company-label').parent().slideUp(); if(false) jQuery('#add-cc-button, #cc-emails').slideUp(); } } }); } }).trigger("focusout"); var form_submitted = false; jQuery('#new_helpdesk_ticket [type=submit]').click(function(event) { var _form = jQuery('#new_helpdesk_ticket'); var validForm = _form.valid(); _form.find('.datepicker_popover').each(function(index) { validForm = jQuery(this).valid() && validForm; }); if(validForm) { jQuery(this).removeClass('cancel'); } else { jQuery(this).addClass('cancel'); return false; } var cc_emails = _form.find('input[name="cc_emails"]') var cc_emails_val = cc_emails.val() if (cc_emails_val && cc_emails_val.split(",").length >= 50) { alert('You can add upto 50 CC emails'); return false; } if(getFromSessionStorage('seenArticlesArray') && getFromSessionStorage('seenArticlesArray').length > 0){ var _seenArticles = getFromSessionStorage('seenArticlesArray').slice().splice(-50); // only taking last 50 items jQuery('#meta_seen_articles').val(JSON.stringify(_seenArticles)); removeFromSessionStorage('seenArticlesArray'); } _form.find("button, a.btn").attr('disabled',true); }); $(window).on('load', function() { $('[id^="helpdesk_ticket_group_"]').trigger('change'); }); })(jQuery); //]]> </script> <script> //<![CDATA[ (function($){ $(document).ready(function(){ $("#helpdesk_ticket_email").focusout(function(){ var ticket_email = $("#helpdesk_ticket_email").val().trim().toLowerCase(); var current_user_email = ""; var $nameField = $("#name_field"); (ticket_email === current_user_email || !ticket_email.isValidEmail()) ? $nameField.hide() : $nameField.slideDown(); }); }); })(jQuery); //]]> </script> <script type="text/javascript"> var ticketFormsDropdown = document.getElementById('helpdesk_ticket_forms_dropdown'); if (ticketFormsDropdown) { var ticketFormPageTitle = document.querySelector('.fc-new-ticket-heading'); ticketFormPageTitle && ticketFormPageTitle.classList.add('hide'); } 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for moment js moment.lang('en'); var validation_meassages = {"required":"This field is required.","remote":"Please fix this field.","email":"Please enter a valid email address.","url":"Please enter a valid URL.","date":"Please enter a valid date.","dateISO":"Please enter a valid date ( ISO ).","number":"Please enter a valid number.","digits":"Please enter only digits.","creditcard":"Please enter a valid credit card number.","equalTo":"Please enter the same value again.","two_decimal_place_warning":"Value cannot have more than 2 decimal digits","select2_minimum_limit":"Please type %{char_count} or more letters","select2_maximum_limit":"You can only select %{limit} %{container}","maxlength":"Please enter no more than {0} characters.","minlength":"Please enter at least {0} characters.","rangelength":"Please enter a value between {0} and {1} characters long.","range":"Please enter a value between {0} and {1}.","max":"Please enter a value less than or equal to {0}.","min":"Please enter a value greater than or equal to {0}.","select2_maximum_limit_jq":"You can only select {0} {1}","facebook_limit_exceed":"Your Facebook reply was over 8000 characters. You'll have to be more clever.","messenger_limit_exceeded":"Oops! You have exceeded Messenger Platform's character limit. Please modify your response.","not_equal_to":"This element should not be equal to","email_address_invalid":"One or more email addresses are invalid.","twitter_limit_exceed":"Oops! You have exceeded Twitter's character limit. You'll have to modify your response.","password_does_not_match":"The passwords don't match. Please try again.","valid_hours":"Please enter a valid hours.","reply_limit_exceed":"Your reply was over 2000 characters. You'll have to be more clever.","url_format":"Invalid URL format","url_without_slash":"Please enter a valid URL without '/'","link_back_url":"Please enter a valid linkback URL","requester_validation":"Please enter a valid requester details or <a href=\"#\" id=\"add_requester_btn_proxy\">add new requester.</a>","agent_validation":"Please enter valid agent details","email_or_phone":"Please enter a Email or Phone Number","upload_mb_limit":"Upload exceeds the available 15MB limit","invalid_image":"Invalid image format","atleast_one_role":"At least one role is required for the agent","invalid_time":"Invalid time.","remote_fail":"Remote validation failed","trim_spaces":"Auto trim of leading & trailing whitespace","hex_color_invalid":"Please enter a valid hex color value.","name_duplication":"The name already exists.","invalid_value":"Invalid value","invalid_regex":"Invalid Regular Expression","same_folder":"Cannot move to the same folder.","maxlength_255":"Please enter less than 255 characters","decimal_digit_valid":"Value cannot have more than 2 decimal digits","atleast_one_field":"Please fill at least {0} of these fields.","atleast_one_portal":"Select atleast one portal.","custom_header":"Please type custom header in the format - header : value","same_password":"Should be same as Password","select2_no_match":"No matching %{container} found","integration_no_match":"no matching data...","time":"Please enter a valid time","valid_contact":"Please add a valid contact","field_invalid":"This field is invalid","select_atleast_one":"Select at least one option."} jQuery.extend(jQuery.validator.messages, validation_meassages ); jQuery(".call_duration").each(function () { var format,time; if (jQuery(this).data("time") === undefined) { return; } if(jQuery(this).hasClass('freshcaller')){ return; } time = jQuery(this).data("time"); if (time>=3600) { format = "hh:mm:ss"; } else { format = "mm:ss"; } jQuery(this).html(time.toTime(format)); }); }); // Shortcuts variables var Shortcuts = {"global":{"help":"?","save":"mod+return","cancel":"esc","search":"/","status_dialog":"mod+alt+return","save_cuctomization":"mod+shift+s"},"app_nav":{"dashboard":"g d","tickets":"g t","social":"g e","solutions":"g s","forums":"g f","customers":"g c","reports":"g r","admin":"g a","ticket_new":"g n","compose_email":"g m"},"pagination":{"previous":"alt+left","next":"alt+right","alt_previous":"j","alt_next":"k"},"ticket_list":{"ticket_show":"return","select":"x","select_all":"shift+x","search_view":"v","show_description":"space","unwatch":"w","delete":"#","pickup":"@","spam":"!","close":"~","silent_close":"alt+shift+`","undo":"z","reply":"r","forward":"f","add_note":"n","scenario":"s"},"ticket_detail":{"toggle_watcher":"w","reply":"r","forward":"f","add_note":"n","close":"~","silent_close":"alt+shift+`","add_time":"m","spam":"!","delete":"#","show_activities_toggle":"}","properties":"p","expand":"]","undo":"z","select_watcher":"shift+w","go_to_next":["j","down"],"go_to_previous":["k","up"],"scenario":"s","pickup":"@","collaboration":"d"},"social_stream":{"search":"s","go_to_next":["j","down"],"go_to_previous":["k","up"],"open_stream":["space","return"],"close":"esc","reply":"r","retweet":"shift+r"},"portal_customizations":{"preview":"mod+shift+p"},"discussions":{"toggle_following":"w","add_follower":"shift+w","reply_topic":"r"}}; // Date formats var DATE_FORMATS = {"non_us":{"moment_date_with_week":"ddd, D MMM, YYYY","datepicker":"d M, yy","datepicker_escaped":"d M yy","datepicker_full_date":"D, d M, yy","mediumDate":"d MMM, yyyy"},"us":{"moment_date_with_week":"ddd, MMM D, YYYY","datepicker":"M d, yy","datepicker_escaped":"M d yy","datepicker_full_date":"D, M d, yy","mediumDate":"MMM d, yyyy"}}; var lang = { loadingText: "Please Wait...", viewAllTickets: "View all tickets" }; //]]> </script> <script type="text/javascript"> I18n.defaultLocale = "en"; I18n.locale = "en"; </script> <script> //<![CDATA[ jQuery(document).ready(function() { window.fcWidget.init({ token: "f07034d6-f10d-441d-910a-043c0a4a261e", host: "https://wchat.freshchat.com", }); }); //]]> </script> </body> </html>

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