What it is
The support centre is where you raise a ticket when you cannot sort something out on your own or with the AI Assistant. A well written ticket gets you help much faster.
When to open a ticket
Open a ticket when:
- You cannot carry on with a task.
- An error or a message you do not understand appears.
- A screen does not respond or freezes.
- You do not know what to enter in a field.
- You need support to check one of your settings.
If it is only a usage question ("how do I do X?"), try the AI Assistant or the documentation first: quite often that solves it there and then.
Question or bug: how to tell them apart
- If the system works but you do not know what to do → it is a usage / training question. Support or the documentation will sort it out.
- If the system does not save, calculates incorrectly, does not show a field it should or blocks the flow → it may be a bug or a user experience (UX) improvement for the Product team. Raise it as a ticket with all the detail.
How to write a useful ticket
Cover these five points:
- What you were trying to do.
- Which screen you were on.
- What you expected to happen.
- What actually happened (with the error message, if there was one).
- Attach a screenshot.
If there is a document involved, include its number: quote, work order, invoice or customer. That makes it possible to find the exact case.
Why a screenshot is asked for
The screenshot shows the screen, the data, the state and the error all at once. It helps to tell quickly whether it is a configuration problem, a usage question, a bug or a data problem, without having to come back to you for more information.
Who replies to you
Inside the ticket, every reply shows who wrote it with its own colour and label: replies from Technical support are marked with the Support label in one colour, and those from your sales rep with the Sales label in its usual colour. That way you can tell at a glance whether the technical team or your sales contact has answered, without having to ask.
Key concepts
- Ticket: a request for help logged with support, with its description, screenshot and, where applicable, the number of the document affected.
- Bug vs question: bug = the system does something wrong or locks up (Product); question = the system works and you simply need to know how to use it (training/support).
- Screenshot: the visual evidence that speeds up the diagnosis.
- Support / Sales: the two labels that identify, on each reply in the ticket, whether the person who answered belongs to the technical support team or is your sales contact.
Frequently asked questions
Q: How do I write a useful support ticket?
A: Describe what you were trying to do, which screen you were on, what you expected, what actually happened, and attach a screenshot. If a document is involved, include its number (quote, work order, invoice or customer). With that the team can find the case and help you faster.
Q: When should I open a ticket?
A: When you cannot carry on, an error appears, a screen does not respond, you do not know what to enter or you need support to check one of your settings. If it is only a question about how something is done, try the AI Assistant or the documentation first.
Q: How do I know whether it is a bug or a usage question?
A: If the system works but you do not know what to do, it is training/support. If it does not save, calculates incorrectly, does not show a field it should or blocks the flow, it may be a bug or an improvement for Product: raise it as a ticket with a screenshot and full detail.
Q: Why does support ask me for a screenshot?
A: Because the screenshot shows the screen, the data, the state and the error all at once. It helps to tell whether it is configuration, a usage question, a bug or a data problem without having to come back to you for more information.
Q: How do I know whether the person who replied is technical support or my sales rep?
A: Every reply in the ticket carries a colour and a label: Support for the technical team and Sales for your sales contact, each in a different colour.