In this article you will learn: How to create your support request with the necessary information so that we can help you with your solution quickly and without many queries. We will also show you where to find the necessary information as quickly as possible.
- Your request to us.
- Screenshots! Because sometimes pictures say more than a thousand words
- Account number - and where to find it
- Luck - a red error message!
Which information is important for us?
- Your request!
- Screenshots
- Your account number
- Information from (error) messages
Your request to us.
In order for us to put ourselves in your shoes, we need to know exactly what you need help with. It is important that you describe exactly what you wanted to do, or what the goal was. What didn't work as expected? What would be the desired behavior?
The more detailed your request is, the better we can reproduce your way and find a solution together.
Also pay attention to the right choice of words when it comes to definitions. There are small subtleties here, with a big effect, such as rest time or bonus time, both of which are different functions. To simplify things, use the terms given in the Magicline whenever possible.
Furthermore, definitions like three-dot menu, tile and tab help us to quickly understand what clicks you have made.
Screenshots! Because sometimes pictures say more than a thousand words
We don't see what you see - just send us a picture that shows your request and thus clarifies your issue.
Please make sure that your attached screenshots show the following things in the best case:
- Your studio URL. This is always https://tenant(your studio name).web.magicline.com.
- Can you recognize the browser?
- The logged in user
- The Magicline window, which belongs to your request
Account number - and where you can find it
Your account number is the fastest way for us to find out site- and user-specific information in order to process your request in the best possible way.
Where can you find this account number?
Within the Magicline Selfservice. By selecting the registered user a small menu will open.
Here you will find the section "My Magicline contract", there you will find your account number.
You can find out more about Magicline Selfservice here: What is the Magicline Selfservice?
Luck - a red error message!
If you are confronted with a red error message within your Magicline, this is half the solution!
Attach a screenshot, if possible copy the number into the text of your message to us.
These error messages are good starting points for us to help you shortly and to fix them as soon as possible.
If the error message contains a so-called Trace-ID, please let us know this as well. A trace ID allows us to jump to the exact point where your error occurred and to investigate it.