Difference between revisions of "Support System explanation"
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[http://support.kolmisoft.com Kolmisoft Support System] is designed to help clients resolve issues efficiently by keeping all support communication organized in one place. | |||
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= Tickets = | |||
If you encounter a problem, please log in to the Support System and [[Create new Ticket in Ticket System | 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 [[Support|here]]. | |||
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= Comments = | |||
All communication within a ticket is done by [[Write comment to the Ticket | writing comments]]. | |||
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When | = Notifications = | ||
When someone adds a comment to your ticket, you will receive an email notification with the content of the comment. | |||
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= Attachments = | |||
You can add attachments to your ticket by clicking '''Add Attachment''' in the ticket edit window: | |||
[[File:crm_attachement.png]] | |||
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= See Also = | |||
* [[Support]] | |||
* [[Create new Ticket in Ticket System]] | |||
* [[Write comment to the Ticket]] | |||
* [[Update the email or Telegram ID used for invoice and payment notifications]] | |||
Latest revision as of 06:30, 25 July 2025
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.
Notifications
When someone adds a comment to your ticket, you will receive an email notification with the content of the comment.
Attachments
You can add attachments to your ticket by clicking Add Attachment in the ticket edit window:
