Support Process & Procedures v4

Product issues
Steps Understand how Omnivore works, read existing FAQs Understand where the issue is, ie in Retailer, Omnivore or Marketplace. Ask (the retailer) as man...
Fri, 15 May, 2026 at 12:22 PM
Dev Fairy Process for support tickets
Every week the role and responsibility of the Development Fairy (Dev Fairy) is rotated through all developers. This is discussed in the weekly Slate Priori...
Thu, 21 May, 2026 at 7:11 AM
How to prepare and escalate a ticket to the Dev Fairy
Please follow these points and procedures when you need to escalate a Freshdesk Ticket to the Dev Fairy: If you are unsure at first you can ask a level ...
Thu, 21 May, 2026 at 7:06 AM
Export CSV of Unmapped products
For times when the export csv from the dashboard times out, we can use  select p.sku, p.product_name, c.full_label from product p join category c on c.i...
Thu, 21 May, 2026 at 7:08 AM
Freshdesk - Support article template
TABLE OF CONTENTS Overview Table of Contents Formatting This is a Sub Heading How to do instructions  Use Numbers if you are putting instructions i...
Thu, 21 May, 2026 at 7:09 AM