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A support ticket is created inside the Product Support page. For details of how to get to the page, see How to Contact Product Support.

What is a support ticket?

A support ticket is a record of interactions between CloudNC’s Product Support team and a customer. Creating a support ticket within the Product Support page is the first step in that record.

For customers, a support ticket provides an efficient, individualized method to connect with CloudNC support to get issues resolved, questions answered, and suggestions heard.

Step-by-step instructions

  1. Open the CAM Assist panel and select the ‘Feedback and Support’ option.

    • The Product Support form is displayed (see below).

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Within the Product Support form (see the screenshot to the right):

  1. Select ‘Technical support’ - this displays a set of controls that are used to collect information for the ticket.

  2. Complete the following information:

    • What can we help you with? - this is automatically populated with ‘Technical Support’.

      • You can also use this control to ‘Report a bug' or ‘Suggest an improvement’ (via the drop-down).

    • Summary - enter a brief summary of the reason for creating this ticket.

      • As you type, a list of ‘Suggested articles’ is displayed just below ‘Summary’, which may contain useful information.

      • Click on any of the suggested articles; each one is displayed in a separate browser tab.

      • If any of the articles contains the information needed, then it might no longer be necessary to create a ticket; if this is the case, click ‘Cancel’ to close the ticket (no part of it will be sent or saved).

    • Description - enter a detailed description of the reason for creating the ticket. This will help the CloudNC Support team to provide an effective and timely response.

    • Which product are requesting support for? - from the drop-down list, select the relevant product.

    • Attachment - attach any screenshots or files that may be useful.

    • Operating System Family - from the drop-down list, select the operating system you are using.

    • Operating System Version - select the version of the operating system you are using.

    • Share with - this control is not yet functional. It can be left as the default, 'No one’.

  1. Click Send.

After clicking ‘Send’, an email is sent from product-support@cloudnc.com stating that the ticket has been created. Any reply to this email will be recorded as part of the ticket.

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