Support tickets can’t be created by email from 01.08.2022 on. In this article you’ll find the reason for this change as well as a detailed description how to create tickets in the future.
Why can’t support tickets being created by email anymore?
The main reason for this change is to be able to help you, valued customers, faster and more efficiently. A targeted and quick response to support tickets will make you and our helpdesk staff more satisfied and ensure that you can also quickly create and evaluate your survey.
A quick and targeted answer to questions sent by email to firstname.lastname@example.org is often not possible because essential information is missing.
Essential information is for example in which workspace you are working, in which survey the problem occurs or which sample is affected by the problem. In addition, the answer often depends on your license. Asking for all this information each time increases the response time and leads to unnecessary question/answer rounds.
Please read in the following chapter how easy and fast you can send a support request to our helpdesk in the future:
How can I create support tickets after 1. August 2022?
You can call us
We offer phone support between 0900 and 1700 Central European Time
International: +31 (0)30 340 00 70
Germany: +49 (0)180 5 787 839
Switzerland: +41 (0)840 787 839
You can use the built in “Create support request” form in survalyzer
Creating support tickets is possible from the application on every page in the header with the link “Create Support Request” See the following screenshot.
By clicking on the button a window appears, where you can add all required information which you would normally write into an email.
So what makes the difference in comparison with a regular email. After pressing the create button the following information is transmitted to us:
|Tenant||The unique identifier to find the customer in our system|
|The email of the logged in user, which makes clear which user this ticket relates to|
|Name||The Survalyzer user name|
|User Role||The role of the user which could be User, Workspace Admin or Account Admin|
|License||The assigned License which could be Essential, Professional or Analytics Professional|
|URL||The URL where you created the ticket, this is very important since it tells us the workspace and the survey or sample you are referring to. Always create the ticket on the page you have the question or the issue|
|Ticket Type||Tells us if you have a question or if you think you discovered a bug|
|Description||This is basically where your information you’ve entered appears|
|Attachments||All attached files are available for us to check. Screenshots are always helpful to understand what you are referring to and how we can help.|
As you can see, tickets being created out of the application contains a lot more meta information about you and your license which helps us to identify you and find the best solution for your license type. Also the URL provides us the context what you are currently working on. It frees you from the obligation to provide all the information and helps to get a faster response.