How to create a ticket

You create a ticket in the customer portal from the menu Tickets → New Ticket: fill in the subject, description, category and priority, optionally attach files and click Create ticket.

Steps

1. In the left menu, click Tickets → New Ticket (or the New Ticket button on the Dashboard).
2. Subject — briefly, what it is about (at least 5 characters), for example "Invoices are not arriving by e-mail".
3. Description — what is happening, since when, what you have already tried and the exact error message (at least 10 characters).
4. Project — shown only if your organization has projects; optional.
5. Category — the type of request. Some categories add an Additional details section with fields that need to be filled in.
6. Priority — Low, Medium, High or Critical. The default is Low; choose a higher one when the problem really holds up your work — the priority sets the SLA deadlines.
7. Attachments — screenshots, documents or logs, up to 10 MB per file (images, PDF, Word, Excel, TXT, ZIP, RAR).
8. Click Create ticket.

What happens after you submit

The detail of the new ticket opens with its number and the status New. You receive a confirmation e-mail and the support team is notified. All further communication happens right in the ticket — see Communicating in a ticket.

Tip: Above the form there is a link to the Knowledge Base — answers to common questions are often found there faster than a reply to a ticket arrives.