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- Login or register in the JeraSoft helpdesk to create a ticket.
- Click the Submit a ticket button on the toolbar.
- 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.
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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. |
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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 Submit Ticket Form
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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' authorised persons. |
Escalation procedure
If you're not satisfied with the support team, you can next 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.
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