Skip to end of metadata
Go to start of metadata
In this article

Do you need help? Save your time by sending your online support request via the ticketing platform. To help you more efficiently, it's requested to create a ticket for each issue. Our entire team is ready to resolve them 24/7.

Ticketing request

1) A new ticket can be started via web helpdesk or email. 

All you need to do is:

  • Login or register in the JeraSoft helpdesk to create a ticket by clicking the Submit a Ticket button.
  • Select the department (Support/Sales).
  • Specify the priority of your ticket.
  • Fill in the ticketing form and describe your issue. Add an attachment to your ticket if required. 
  • Click Submit

(warning)   Attention

You will receive an automatic ticketing system reply. It's a confirmation of ticket acceptance by our Support Department. If you can't receive it, please make sure that JeraSoft received your ticket or check your account in the helpdesk that the ticket was created.


Tip

Our support strategy is 'One ticket per issue' for more effective issue tracking workflow and better service. It means that each ticket should have only one issue listed on it.


Screenshot: Kayako Ticket Submit Form




2) If the issue is urgent, join our online chat from the JeraSoft helpdesk. Just click Live Support ONLINE below the settings (see screenshot above). 

Screenshot: Live Support ONLINE



3) Looking for answers? Use the Quick Search field of the ticketing platform and find a relevant request with answers. 

Screenshot: Quick Search 


Warning

When you address issues that appeared previously, please indicate the Ticket ID of a related issue.


The alternative ways to contact our Support Department:

Email request

To contact us via email, you need to send your request at:

(warning)   Attention

You will receive an automatic ticketing system reply. It's a confirmation of ticket acceptance by our Support Department. If you can't receive it, please make sure that JeraSoft received your ticket or check your account in the helpdesk that the ticket was created.

  

Real-time Chat 

You can contact us via our online Live Chat. Our Support Engineer will ask for your relevant previously opened ticket number. Please have the ticket number at the ready. All issues will be discussed only on the basis of previously opened ticket. 

Our friendly staff will gladly help you. All you need to do is:

    • Go to our website and find the Live Chat icon in the bottom right corner.
    • Click on it and the pop-up window will appear.
    • Fill in the form and start a conversation with our customer care team.

You can join our chat from the JeraSoft helpdesk as mentioned above. 

Also, you can write an email to our sales department simply by clicking on a red envelope icon above the Live Chat.

Screenshot: Live Chat

 

Phone request

You can reach us over the phone during regular business hours.  

Our Support Engineer will ask for your relevant previously opened ticket number with the described issue. Please have the ticket number at the ready.  
All issues will be discussed only on the basis of previously opened ticket. 

  • Tel, UK: +44 (203) 129-9126
  • Tel, USA: +1 (415) 520-7883 

(warning)   Attention

Technical Support Department provides services only for customers with current support subscription. You can get more details about the cost and conditions by contacting our Sales Department. We can discuss software-related queries only with customers' authorized persons.


Escalation procedure

If you're not satisfied with the support team, you can escalate the issue to the Head of Support Service. To do so, simply write "Please escalate the issue" in the ticket. It's important that you give us an opportunity to improve our support and put the matter right using the escalation procedure. 

References  

JeraSoft Technical Support Ticket Handling Priority

Critical — critical component of the billing system enabled by the Licensed Software is down or does not function at all. There is no workaround for the problem. A significant number of Customer’s transactions are affected.

Urgent — a component of the billing system is not functioning, creating a significant operational impact.

High — a component of the billing system is not functioning as documented, leading to unexpected results, circumventable problems, and moderate or minor operational impact.

Normal — usage questions, clarification of documentation, suggestions or requests for new product features and enhancement.


All contact details of our Customer Care Department could be found on our Contacts page.

  • No labels