Support System explanation
Kolmisoft Support System is designed to help clients resolve issues efficiently by keeping all support communication organized in one place.
Tickets
If you encounter a problem, please log in to the Support System and create a support ticket.
Each ticket should address only one problem or question. If you have multiple issues, please create a separate ticket for each one.
When a ticket is submitted, the Kolmisoft team will begin working on it based on its assigned priority. If you have a Support Plan with Kolmisoft, you may have the ability to adjust the priority level.
For critical issues (e.g., server is down, all calls are stopped), please create a ticket with "Blocker" priority. Emergency support for Blocker tickets is available 24/7 for clients with an active support plan. Please note that support is provided exclusively through the Support System.
More information about Support Plans is available here.
Comments
All communication within a ticket is done by writing comments.
Support Notifications
When someone adds a comment to your ticket, you will receive an email notification containing the comment text.
To change notification email addresses in the Support System:
- Log in to the Support System.
- Go to Settings > Details.
- Scroll down to the Emails section.
- Enter the notification email addresses in the following fields:
- Email #2
- Email #3
- Email #4
You can add up to 4 notification email addresses.
Development Request Notifications
The Request Email field is used separately from ticket notifications.
This email address is used for development request notifications related to requests submitted here: https://support.kolmisoft.com/cd_requests/list
Use this field only if you want to receive notifications about development requests.
Invoice and Payment Notification Contacts
This short guide explains how to update the contact details used for invoice and payment notifications in the Support System.
Updating Invoice Contact Details
- Log in to the Support System.
- Go to Settings > Contacts.
- Locate the contact labeled Invoices and click on the name.
- Update the Email address and/or Telegram ID as needed.
- Click Update to save your changes.
Reconnecting Telegram Notifications
If you changed your Telegram ID, please reconnect it by following these steps:
- Add @kolmisoft_bot in Telegram.
- Send the command /start.
- You should receive the following message:
Successfully connected with our system
Attachments
You can add attachments to your ticket by clicking Add Attachment in the ticket edit window:
