Why log a ticket

Though there are many ways/channels to communicate with us (emails, Teams, text, WhatsApp, pigeons, …), all have a common flaw – the requests rely on our memory. If we miss the email/message/… your request won’t get actioned. This is not good for either of us. You’ll get frustrated and we will have to rush to give you a solution.

Tickets are right in front of us and more importantly, if we don’t deal with them, the system bugs us to do so, so we have very small chance of missing them.

 

How to do it

1. Use the system tray icon – the preferred way. Why preferred? On top of the information you supply, we also get a bunch of other background details that speeds up the resolution.

• Click the ‘M‘ in the system tray. The icon might be hidden and you might need to click the ‘^‘ arrow first

• In the local menu, click ‘Request help‘

• Fill the form. To add a screenshot, just click the big green plus sign

• Once all done, hit ‘send‘. We’ll get back to you as soon as we can

 

2. Send an email to [email protected]

If you still prefer emails, please send it to [email protected]. This will also result in a ticket, but will give us only the information you put into the ticket.

 

What to include

Please provide as much information as possible. The “it is not working” level will result in a long back and forth clarifying the details. You know, “Is it turned on at all?” kind of, usually unnecessary questions. The more info we have, the more targeted we can be with the troubleshooting and the faster resolution we can give. Entering all the details can be annoying but helps you save a lot of your time.