Step by step
- Click User in the top bar and choose Support in the User Profile panel. The Documentation page also has a link to it.
- Press New ticket.
- Write the Subject. Guides that may already answer it are shown under the field; click one to read it.
- Choose the Type (for example Billing & renewal, Technical problem, Printer / barcode) and the Priority (Low, Normal, High or Urgent). Phone for callback is filled with your phone number.
- In Describe the problem write what happened, on which page, and what you expected. Paste a screenshot with Ctrl + V or press Attach files.
- Press Send. The new ticket opens with its number.
- The list shows Ticket, Subject, Type, Priority, Status and Last update. Click the number or the subject to open a ticket.
Good to know
- Subject, Type, Priority and Describe the problem are required. Up to 5 files of 10 MB each: pictures, PDF, Excel, Word, text or a short video.
- The owner and the managers (access to all areas or the billing rights) see every ticket of the business; other users see only the tickets they opened.
- Status: Open, In progress, Waiting for client (the team needs your answer), Resolved and Closed.
- New answer marks a ticket the team has replied to. Rate us marks a solved ticket of yours that is not rated yet.
- With 20 open tickets a new one is refused; reply to or close the open ones first.
- Support works even when the subscription has expired.