This article guides you on how to submit a support request.


You might come to a point where you face difficulties using our system and the knowledge base articles do not provide the answer you are looking for. Then, you have the option to get in contact with one of our customer support representatives. Different ways are explained below.



Reporting via Email

One of the many options to get in contact with one of our support representatives is the request via Email using the following address: [email protected]


Use the subject line to briefly summarise your issue and describe it as detailed as possible. We recommend you to attach videos and/or screenshots to easily navigate to your issue.



Submitting a support ticket


Another option is to submit a support ticket via our support tool. By doing so, you need to follow the next steps.


Option 1:


1. Navigate to the '? sign' at the top. A new tab opens that guides you to the knowledge base article. Here, you have the possibility to search for articles related to your issue.





2. In case you were unsuccessful in finding answers to your issue, click on 'New Support Ticket'




3. A new module opens where you need to fill out the following fields:

  • Requester: Indicate your email address and your name and last name
  • Subject: Briefly summarise your issue
  • Urgency: Select the urgency for your request. You can also leave it blank if you are unsure
  • Description: Describe as detailed as possible your issue

We recommend you to additionally add videos and screenshots showing the issue by using the '+Attach a file' button. 


Option 2: 

 1. Navigate to the beacon on the bottom right. You can either search for a knowledge article or click directly on the 'Contact us' button to submit your support request. The same input field, as shown above, will appear. 


 



Using the chat function

The final option to get in contact with our support representatives is the chat function. Please follow the next step when choosing this option:


1. Navigate to the '? sign' at the top. A new tab opens that guides you to the knowledge base article. Here, you have the possibility to search for articles related to your issue.




2. Click on the bottom downright and the chatbox opens. Here you can start typing in your issue and any available support representative will revert to you as soon as possible. As aforementioned, it also here to recommend to be as detailed and specific about your issue to facilitate the troubleshooting process.