Using ticketing system

A manual on how to create a new account and use the system.

The support system is located here or here (same place - two links).

A support team member at Ergonode creates an account for the user (based on the email address), and then an activation link is sent to your inbox.

1. Sign-up link

You will receive an activation message similar to the below screenshot (in case you can’t see it please check your SPAM folder), click on the link highlighted in blue (sign-up link). You will be redirected to the ticketing system registration page.

The activation link is valid for 7 days after sending.

Welcome email

2. Registration

On the registration page, you will be asked to provide your full name and to set a password for your account. This name is visible in your tickets so please enter a real one.

Sign up screen

3. Expired invitation link

It may happen that the link that was sent to you has expired. No problem, click on the green link "Log in" that can be found in a notification.

Expired link notyfication

You will be redirected to the login page.

Login page

Type your email address and click the “Next” button. On the next screen click on the green "Forgot password?" button.

Login page 2

The system will send you a link to reset (in this case create) your password. Click on "Reset my password" and set one for yourself.

Password reset email

4. Knowledge base

Before you create a ticket you may look for a solution in our knowledge base. To do so start typing in the 'Search for help...' bar.

Knowledge base search bar

Click on one of the found articles to see a full version.

Knowledge base search results

5. Related resources

In our Help Center, you will find direct access to the User Manual, Changelog, Technical Documentation, Roadmap, and a Video Center featuring our YouTube channel. There, we regularly publish tutorials and practical tips to help you make the most of Ergonode’s full potential for your business.

Related resources

6. Working with the tickets

- Ticket types

You can change the request type while creating the ticket simply by clicking on the request type. A list of options will be displayed to choose from.

Once the registration is successful, you can create your first ticket. Select the appropriate ticket type. You can choose from the following:

• Report a bug / Technical support

• Licensing and billing questions

• Suggest improvement

• Other

Ticket types

- Adding a new ticket

Click on one of the ticket types to create a new ticket (depending on the issue type chosen the screen may look slightly different).

The more information you include in the initial description, the faster we can provide you with support. If your ticket concerns a bug, adding clear reproduction steps will greatly assist our team.

Before reporting a bug please clean your browser cache and try again. You only need to clean cookies and cached images and files. Instruction on how to clean a cache can be found there > https://support.google.com/accounts/answer/32050?hl=en&co=GENIE.Platform%3DDesktop

We only accept bugs that are present on the Google Chrome browser as this is the only supported one.

Typing in the "Summary" field will display suggested articles from our Knowledge base.

Create a new ticket screen

When we receive your ticket the confirmation email will be sent.

Confirmation email

- Replying to the ticket via email

To reply / add comments to the ticket you may reply to the notification email. Remember to add your reply above the line.

- Replying to the ticket via the ticketing system

You may also reply to the ticket from the system by clicking on the button located in the right upper corner.

The number indicates how many active inquiries you have. You can choose from "Created by me" or "All". All means all tickets created by members of your organization that are not set to be shared with the organization (default).

Request filter

Now the list of tickets will be shown. You can use filters or a search bar to browse through them.

Click on the Reference number or Summary to open the ticket.

Ticket list

Add a comment to your ticket in the "Activity" field.

Ticket screen

7. Account management

Click on your avatar in the upper right corner, and then on "Profile" to edit your profile.

Edit profile

A new screen will be presented.

Profile page

The system needs up to 5 minutes for the changes to take effect.

Confirmation message

8. Login out

To log out click on your avatar and choose the "Log out" option.