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Do you need help? Save your time by sending your online support request via ticketing platform. In order to help you more efficiently, it's requested to create a ticket for each issue. Our entire team is ready to take care of you 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. 
  • 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. 

(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 Submit Ticket 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). 

3) Looking for answers? Use the Quick search toolbar of the ticketing platform and find a relevant request with answers (see screenshot above). 

Warning

When you adress with issues that appeared previously, please indicate the Ticket ID of 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 chat Live Help. Our Support Engineer will ask for your relevant previously opened ticket number. Please have the ticket number ready.  All issues will be discussed only on the basis of previously opened ticket. 

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

    • Go to our website and find the Live Help icon in the left corner.
    • Click Live Help and the pop-up window will appear.
    • Fill in the form and select the department (Support/Sales) that matches your query.
    • Start a conversation with our customer care team.

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


Screenshot: Live help 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 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' 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. 

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.

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