# Using ticketing system {% hint style="info" %} The support system is located [here](http://issues.ergonode.com/) or [here](https://ergonode.atlassian.net/servicedesk/customer/portal/2) (same place - two links). {% endhint %} 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. {% hint style="info" %} The activation link is valid for 7 days after sending. {% endhint %}

## 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.

## 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.

You will be redirected to the login page.

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

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.

## 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.

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

## 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.

## 6. Working with the tickets ### - Ticket types {% hint style="info" %} 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. {% endhint %} 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

### - 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). {% hint style="success" %} 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. {% endhint %} {% hint style="info" %} 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 > We only accept bugs that are present on the Google Chrome browser as this is the only supported one. {% endhint %} {% hint style="info" %} Typing in the "Summary" field will display suggested articles from our Knowledge base. {% endhint %}

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

### - 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 ![number of active requests](https://171427267-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FM9BbYBbDPiJapb75xJ2k%2Fuploads%2F4z5H4mDAmuet61oTJQAL%2Fimage.png?alt=media\&token=092308e5-5f5d-47ab-a809-4aff537188f7) 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).

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.

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

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

A new screen will be presented.

{% hint style="info" %} The system needs up to 5 minutes for the changes to take effect. {% endhint %}

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