JeraSoft Documentation Portal
Docs for all releases
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.
1) A new ticket can be started via web helpdesk or email.
All you need to do is:
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
The alternative ways to contact our Support Department:
To contact us via email, you need to send your request at:
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:
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
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.
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.
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.