What is a ticket and how to create one
Modified on: Thu, 23 Jul, 2020 at 2:00 PM
What is a support ticket?
A support ticket is a way to send to us a written request, an incident related to one of our products or an improvement proposal.
We have created a simple and direct process between our teams, which allows us to offer a faster technical assistance to solve incidents in less time.
How to create a ticket?
To create a ticket you simply have to fill in the contact form that you will find in the link "New support ticket" at the top right of any section or article:
Fill in the requested fields. We appreciate that the information is as detailed as possible
You can attach screenshots or recordings. Check out our section Help us to help you
Accept the "I'm not a robot" captcha
Click on the "Send" button
You will receive a confirmation email of the request received, with a link to manage the ticket in our Help Center
Click on the link to see its evolution, add more information or contact the Customer Care team
How does a ticket evolve?
After submitting a request, you will receive a confirmation email with a link to manage the ticket in our Help Center. Check out our article Sign up to view your tickets
An agent will contact you to offer a solution and/or request more information if necessary
You can answer a ticket from your email or from your ticket area in the Help Center
Depending on the outcome of our interactions, the ticket may go through different states until we resolve your query. To understand the different statuses of a ticket check out our article My tickets area
You will receive a confirmation email and a satisfaction survey when your request is resolved
Note: We recommend that you use your ticket area in our Help Center to view and manage the progress of your requests. This will be more practical and simple than using your email.
Note: Please check your Spam folder if you do not find the emails.
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