Tickets are the most reliable way to contact Adaptavist for sales enquiries, support and feature requests. This tutorial explains how to create tickets in our online Customer Support portal...
You will need to be logged in before you can create a ticket. If you haven't already done so, please create a user account on our site. It's free, secure and your login will work on both our website and support system.
Can't I just email you?
We used to use an email based support system but as the number of daily communications grew, it quickly became impossible to manage in a cost effective manner.
Email is extremely unreliable - it's difficult to manage, spam filters often incorrectly delete valid emails, email servers often fail or get full. Every time we've tried to use email based support systems, we've ended up with angry customers due to such problems.
Our online Customer Support portal enables us to fully manage all customer communications in a very reliable and flexible manner. As you use the system more, you'll start to see the benefits of using an online portal over traditional email based solutions.
Step 1. Creating the ticket
Navigate to the Customer Support portal and choose "Create New Issue" from the menu bar at the top:
A small form will be displayed asking you to specify the "Project" (a plugin, service or department) and "Issue Type" (bug, question, etc).
1a. Project Types
Choose the project that's most suited to your question or problem from the drop-down list:
The following projects are available:
- Bubbles Support - Issues relating to our Community Bubbles Plugin.
- General & Sales Enquiries - General enquiries, eg. to arrange a meeting, and sales enquiries, such as requesting a quote. Our Company Overview provides information on the products and services provided by Adaptavist, complete with links to more detailed information.
- General Support - General support queries not covered by the other projects, for example if you're having trouble with wiki notation in Confluence.
- Hosting Support - Support for customers hosting applications with Adaptavist, eg. hosting package upgrades, scheduled maintenance.
- Theme Builder Support - Issues relating to our Theme Builder Plugin.
1b. Issue Types
Choose the issue type that seems most appropriate:
Once you've chosen both the project and issue type, click the "Next >>" button to proceed to Step 2.
Step 2. Entering ticket details
Tip: You can edit the details you specify in this step after creating the issue by using the "Edit" link that will appear on the issue screen.
The summary should contain a concise description of your requirements or problem. If you are contacting us about a hosted account, please include the URL or host-name in the summary.
The other fields (priority, components, versions and environment) are optional. If you're contacting us about a software issue, however, it helps us to respond more quickly if you fill them in.
In the large "Description" text box, provide as much information as possible. If you don't provide enough information we'll have to ask you more questions which takes more time. It's better to supply too much rather than too little information.
You should leave the "Original Estimate" field blank, unless instructed otherwise by a member of Adaptavist Staff.
If you want to share the ticket with other users or groups, enter the user or group names (as applicable) in to the CC fields. For more information, see Adding More Users to a Ticket.
You should leave the remaining fields empty unless instructed otherwise by Adaptavist staff.
To create the issue, click the "Create" button - the issue will then be displayed as shown below:
If you are unable to create a ticket, please email help@adaptavist.com or contact us by phone.
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Some users may find the following table useful when deciding the priority of their ticket.