What is a support ticket?

How to create a ticket?

How does a ticket evolve?


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.







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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:

  1. Fill in the requested fields. We appreciate that the information is as detailed as possible

  2. You can attach screenshots or recordings. Check out our section Help us to help you

  3. Accept the "I'm not a robot" captcha

  4. Click on the "Send" button

  5. You will receive a confirmation email of the request received, with a link to manage the ticket in our Help Center

  6. Click on the link to see its evolution, add more information or contact the Customer Care team







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How does a ticket evolve?


  1. 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

  2. An agent will contact you to offer a solution and/or request more information if necessary

  3. You can answer a ticket from your email or from your ticket area in the Help Center

  4. 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

  5. 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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