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FAQ & support tickets

[tickets] [portal]

All answers to frequent questions plus direct contact to the provider support, all in one area.

For whom​

Customers (licensees).

What you find​

FAQ list​

Provider-specific FAQs (maintained by the admin). Grouped by category (e.g. "Orders", "Licenses", "Printers"). Click a question → the answer opens.

Support ticket form​

If you don't find an answer, at the bottom of the page:

  • Subject
  • Message
  • Optional: reference to a product or printer
  • Send

My tickets​

The My tickets button opens a list of your previous tickets:

  • Status (open / in_progress / resolved / closed)
  • Last activity (date)
  • Click opens the thread view with all messages in chronological order

Red dot​

The sidebar entry "FAQ & Support" shows a red dot when unread admin replies exist. Updated every 30 seconds (polling).

Step by step: open a ticket​

1. Check the FAQ​

First scroll briefly through the FAQ, maybe the answer is already there.

2. Fill in the form​

  • Subject short (e.g. "Add license for workshop 2")
  • Message with details (what you tried, what didn't work, the desired outcome)

3. Send​

You get a confirmation mail. In the portal the ticket appears immediately under "My tickets" with status open.

4. Reply​

As soon as the admin replies:

  • A mail arrives at your registered address
  • Red dot in the portal sidebar
  • Ticket status switches to in_progress

5. Reply directly​

Click the ticket → thread view → reply box → Reply.

6. Resolution​

When the matter is settled, the admin sets the status to resolved or closed. You get a status update mail.

Notification integration​

In the portal header (bell icon) a notification with the icon 💬 appears for each new admin reply. Clicking the notification opens the ticket directly, and the notification is then automatically marked as read.

More details: Notifications.

Frequent questions​

How fast do I get an answer? Depends on the provider. Packages with has_priority_support enabled get a priority tag on their tickets in the admin inbox.

Can I upload attachments? Currently text only. File upload is coming in a later version.

Are tickets deleted? No. Even "closed" ones stay in the archive. You can read them back at any time.

What if the admin doesn't reply? After a longer wait you can escalate, either by writing a second message into the same ticket, or by contacting the provider admin directly by phone (contact in the footer).

Anonymous tickets? No. Tickets are always linked to your account. Data-privacy-relevant matters go through a separate channel (privacy mail in the footer).

Related​