Neue Tickets erstellen
Um ein neues Ticket zu erstellen müssen Sie lediglich die Benutzeroberfläche unseres Support Ticket Systems aufrufen.
Sie müssen ein neues Benutzerkonto erstellen um Ihr erstes Ticket zu erstellen.
Wenn Sie ein neues Ticket erstellen, können Sie zwischen 4 verschiedenen Typen auswählen:
- Technical support (Technischer Support)
- Suggest improvement (Verbesserung vorschlagen)
- Suggest a new feature (Neue Funktionen vorschlagen)
- Report a bug (Bug melden)
Bitte wählen Sie den Tickettyp aus, der am besten zu Ihrer Anfrage passt.
Wenn Sie ein Ticket erstellen, senden Sie uns bitte so viele Informationen zu, wie möglich:
- Aktuell verwendete Version
- Detaillierte Beschreibung (einschließlich einiger Schritte, wie Sie dieses Problem reproduzieren können, falls Sie einen Bug melden)
Bestehende Tickets einsehen
In der oberen, rechten Ecke finden Sie eine Schaltfläche mit der Aufschrift My Requests. Dort finden Sie alle von Ihnen gestellte Supportanfragen inklusive Tickets anderer Nutzer Ihrer Firma/Organisation. In the right upper corner you will find a button to view your tickets (My requests) and also the tickets of other users which belong to your company / organization (All requests):
When viewing the list of tickets you will have various filters available. Please note that you will see only open issues by default.
Status of the tickets in the new support ticket system
The tickets can be in several statuses, while they are being handled by our staff. You can find an explanation of these statuses in the table below.
| Status | Description |
|---|---|
WAITING FOR SUPPORT | Default status after filing a ticket. Enterprise customers will receive a reply from us within the next 4 hours within our business hours (Monday till Friday from 9:00 to 19:00 CET). |
WAITING FOR CUSTOMER | We sent you a reply asking for more information to analyze the problem. |
IN ANALYSIS | We are analyzing the problem with the information you sent us. This analysis can take up to 7 days depending on the complexity of the problem. |
IN DEVELOPMENT | We are developing a solution for your problem which will be included in one of the next releases. You can check our roadmap for a rough schedule of our releases. |
RESOLVED | We sent you an answer with information how to solve your problem. If this answer doesn't solve your problem, you can simply reply to the ticket to open it again. |
CANCELED | Your request has been canceled. You can cancel requests yourself or we can cancel your request, e.g. in the case your told us by phone or via another way that the problem doesn't exist anymore or in case you solved it by yourself in the meantime or in the case that it was a false positive. |
CLOSED | We sent you an answer with information how to solve your problem and you confirmed back to us that the problem is indeed solved |
