Using ticketing system

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

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.

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.

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 Log in link 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 resources" bar.

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

In our help center, you will find links to the User Manual, Changelog, Technical Documentation, Roadmap, and Video center with useful videos on our YouTube channel, where tutorials, as well as tips on how to make even better use of Ergonode's potential for your business, are uploaded regularly.

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

- 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 details you provide in the initial description the faster we will be able to help you. If the ticket is about a bug, reproduction steps will be very helpful.

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.

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 the button located in the right upper corner.

The number indicates how many active requests 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 request in the "Activity" field.