Support System explanation

Kolmisoft Support System is the main place to contact Kolmisoft support.

It helps keep all support communication, questions, answers, files, and history in one place.

Receiving assistance through the Kolmisoft Support System is available only for Kolmisoft clients with an active Support Plan.

Creating a New Ticket

If you have a problem or question, please log in to the Support System and create a support ticket.

To create a new ticket, go to:

http://support.kolmisoft.com

Enter your username and password, then log in.

After logging in, open the TICKETS menu.

Then click Tickets and select Add new ticket.

Fill in the the required fields clearly.

• Summary - short title of the problem or question.

  Example: Calls to Germany fail with SIP 503 error

• Description - detailed explanation of the problem or question.

  Please include what happened, when it started, what you expected to happen, and any error messages or examples.

• Priority - how urgent the issue is:
  • Low - configuration or planning assistance is requested. For example, help with system optimization, web interface usage, or similar questions.
  • Medium - system operation is impaired, but the system is generally functional.
  • High - the system is degraded and the issue has a serious impact.
  • Blocker - the system is down, severely degraded, or business operations are critically impacted.

• Server - select the server related to the ticket.
  • If the ticket is not related to any server, select that option.
  • If you have multiple servers, select the specific server affected by the issue.

Please describe your problem or question clearly. If possible, include:

• what happened;
• when it happened;
• what you expected to happen;
• any error messages;
• screenshots, logs, or examples.

When all required fields are filled in, click Create Ticket.

After the ticket is created, you will see the new ticket page.

Our support team will review the ticket and continue communication inside the ticket comments.

Ticket Priority

Each ticket has a priority.

After you create a ticket, the Kolmisoft team will review it and start working on it based on its priority.

Please choose the priority carefully.

• Low - configuration or planning assistance is requested. For example, help with system optimization, web interface usage, or similar questions.
• Medium - system operation is impaired, but the system is generally functional.
• High - the system is degraded and the issue has a serious impact.
• Blocker - the system is down, severely degraded, or business operations are critically impacted.

For critical problems, for example, if the server is down or all calls have stopped, please create a ticket with Blocker priority.

For clients with an active Support Plan, emergency support for Blocker tickets is available 24/7.

More information about Support Plans is available here.

Important Ticket Rules

Each ticket should be about one problem or question only.

If you have several different issues, please create a separate ticket for each one. This helps our engineers handle each issue faster and more clearly.

All important communication should stay inside the ticket. This helps keep the full history, technical details, files, and decisions in one place.

Writing a Ticket Comment

To reply in a ticket, scroll down to the bottom of the ticket page. There you will find the comment field.

Write your message in the comment field and click Send Comment.

Please describe the issue or question clearly. If possible, include:

• what happened;
• when it happened;
• what you expected to happen;
• any error messages;
• screenshots, logs, or examples.

If the comment contains passwords, access details, or other private information, select the Sensitive info checkbox before sending the comment.

Keeping all important details inside the ticket helps our engineers understand the issue faster and allows another engineer to continue working on it if needed.

Adding Attachments

You can add files to your ticket by clicking the Add Attachment icon below the ticket description, or by clicking the Attachment icon on your comment.

For example, you can attach:

• screenshots;
• logs;
• documents;
• configuration examples;
• other files related to the issue.

Why Ticket Communication Is Important

All communication about a ticket should be done inside that ticket.

This is important because:

• all information stays in one place;
• another engineer can continue working on the ticket if needed;
• nothing is lost if shifts change;
• logs, screenshots, files, and explanations stay connected to the correct issue.

For this reason, the ticket should always be the main communication channel.

Contacting Engineers via WhatsApp or Telegram

In some cases, after you create a ticket, you may also contact the engineer who took the ticket via WhatsApp or Telegram.

However, please follow these rules:

• Always create a support ticket first.
• Use WhatsApp or Telegram only for follow-up questions about an existing ticket.
• Not all engineers use WhatsApp or Telegram.
• A reply via WhatsApp or Telegram is not guaranteed.
• The engineer may be busy working on other tickets.
• Important information should still be written in the ticket.

WhatsApp or Telegram can be useful for a short follow-up, for example:

Hello, I have a follow-up question about ticket #12345.

If your question is about a different problem, please create a new ticket instead.

If the engineer has WhatsApp or Telegram details, you can see them at the top of the ticket after the ticket is assigned.

Support System Logins and Contacts

You can create several contacts and logins for your company.

This is useful if more than one person from your company needs access to the Support System.

To create or edit contacts:

1. Log in to the Support System.
2. Go to Settings > Contacts.
3. Select an existing contact or create a new one.
4. If this person should be able to log in, enable Login Access.
5. Create or update the username and password.
6. Click Update to save the changes.

Support Notifications

When someone adds a comment to your ticket, you can receive an email notification with the comment text.

To change support notification emails:

1. Log in to the Support System.
2. Go to Settings > Details.
3. Scroll down to the Emails section.
4. Add notification email addresses in these fields:
   • Email
   • Email #2
   • Email #3
   • Email #4

You can add up to 4 email addresses for support notifications.

If you create a new contact and want this person to receive support ticket notifications, make sure their email address is added in this section.

Development Request Notifications

The Request Email field is separate from support ticket notifications.

It is used only for development request notifications.

Development requests are managed 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

Invoice and payment notification contacts are managed separately from support ticket notifications.

To update invoice contact details:

1. Log in to the Support System.
2. Go to Settings > Contacts.

1. Find the contact named Invoices and click on the name.

1. Update the Email address and/or Telegram ID.
2. Click Update to save the changes.

Reconnecting Telegram Notifications

If you changed your Telegram ID, please reconnect Telegram notifications:

1. Add @kolmisoft_bot in Telegram.
2. Send the command /start.
3. You should receive this message:

Successfully connected with our system

See Also

• Support