Helpdesk & after-sales support

Using support tickets

Creating a technical ticket through the Ticket System is always the right choice when you have a technical issue or a question about an important operation. It is essential, too, when you run into bugs that block the use of your project.

Tickets are the tool merchants and consultants use to solve problems. Every ticket must relate to a single issue, with all the details needed to speed up its resolution.

How to write a good support ticket

Never skip the steps to reproduce the problem: it's the difference between a ticket that can be resolved quickly and one that will rarely be closed. If the issue isn't identified in a clear and repeatable way, it will be very hard to find a solution.

Often, faced with so many options, software features get mistaken for errors or bugs. Before reporting, it's worth checking the technical manual: many features aren't malfunctions, but intended behaviors.

Proper use of the service

Reporting every “potential anomaly” without verifying it first isn't correct, for both technical and resource reasons. The right approach is to report anomalies according to their actual priority. When in doubt, check the user manual or search online.

The Ticket System is available to all clients who need technical support. You can close a minor ticket of your own and reopen it later, until it is permanently archived.

Response times and limits

Before opening a new ticket, wait for the previous ones to be closed: the number of tickets open at the same time is limited. We try to respond to every client within a few hours of their request, precisely to ensure problems are resolved quickly.

For any information you can contact us through the contact form or via email.

Technical support & consulting

Support integrates with our consulting services: when a problem requires development, integration or customization work, our technical team handles it directly. Supporting online merchants is what we do.