In this article, you'll learn: How to submit and manage requests to our Customer Success team.
Contents
Fast lane
- Help and Support / Support Center / Your cases
- Click Send us a new request.
The Support Center at a glance
Under Help and Support you'll find two areas. Overview is a self-service search: look up Help Center articles for a quick answer before contacting us. Support Center / Your cases shows your own support requests together with their current status (open or solved), so you can always keep track of the progress of your requests.
The Support Center / Your cases area is only available if your role has the Create & answer to support tickets permission and your contract type supports it. If it's not available to you, use Help and Support / Contact support instead.
Open a new case
If you have questions about the software or it doesn't work as expected, you can always open a new case. Go to Help and Support / Support Center / Your cases and click Send us a new request to open the request form.
Then simply fill out the form and describe your request in as much detail as possible. This will help our team to record your request as quickly as possible in order to provide you with the best possible assistance.
Tips:
- Please enter a meaningful Subject. This helps us to better and faster classify your request.
- Select the Topic and give us as many details as possible about your request.
- You can add up to five attachments (max. 5 MB each, e.g. screenshots) to your request. If you are not sure how to take screenshots, here is a small guide for Microsoft Windows:
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- To take a screenshot in Windows, just press the Windows logo + Print keys at the same time.
- On Tablet-PCS you press the keys Windows-Logo + Quiet together.
- The screenshot will now be saved in the Screenshots folder or in the Pictures folder.
When you have filled in the form completely, just click Submit.
Reply to a response from us
As soon as there is a reply from the Customer Success Team, a blue circle will be displayed next to the Help and Support navigation item. This way, you don't have to keep checking to see if a response has been received. If you have multiple open cases and there are multiple responses, a number in the Your cases navigation item will show you the number of new messages. Additionally, requests written in bold are highlighted in the Your cases list to show you that you have received an answer to your question.
Click on the corresponding line to get to the detailed view. Here you can see your request as well as our answer. If there is a need for further clarification or if our team has any queries, you can easily reply via the Your Message field. Again you have the possibility to add further attachments like screenshots to your message.
If your request is solved, please let us know as well, we can then close the request for you.
By the way: You can also access closed requests at any time. You can easily view only open or solved requests by using the Filter function in the upper right area.
*To help us in the best and fastest way possible, help us by providing all the information we need. We have included a recommendation for a ticket and content layout for you here: This is how my support ticket is processed as effectively as possible