How to open a support ticket?
1. Make sure you have an account created
2. Sign in and select the option Submit a request
3. Depending on your topic choose between:
- Report an issue - for reporting a potential bug
- Question - for asking details about a certain functionality
What is our support ticket's lifecycle?
Once the ticket is created its status will reflect the current progress of the analysis:
- OPEN: The issue is under support analysis
- PENDING: Support is awaiting further information from the customer
- ON-HOLD: The ticket is internally analyzed with our engineers or product
- SOLVED: The ticket is resolved
Notes:
Pending tickets are automatically set to solved if no further input is provided in a given period of time.
Solved tickets can still be reopened by the customer for a period of 28 days.
Our tickets are generally followed by a survey to help us know where we did well and where we can improve.