Open a support ticket
A support ticket is how you ask Netface for help. The conversation stays in Console, and each ticket has a number such as
T-7K2M9QXA.
Before you begin
- You are an active member of the organization the ticket is about. Choose that organization in Console.
You see the tickets you opened, and those opened for you or with your API keys. Administrators of the organization see every ticket of the organization.
Open a ticket
- In Console, choose Support.
- Choose Open a ticket.
- Fill in:
- Category: the area the ticket is about.
- Impact: Low: a question, Normal: something does not work as expected, or High: a service is down.
- Subject: one line.
- Message: what happened, up to 5,000 characters.
- Choose Open the ticket.
Do not write passwords or card numbers in a ticket.
Follow a ticket
| Status | Meaning |
|---|---|
| Waiting for support | The ticket is waiting for an answer from Netface Support. |
| In progress | Netface Support is working on it. |
| Waiting for you | Netface Support needs your answer. |
| Resolved | The issue is resolved. Reply if you need more help, and the ticket continues. |
| Closed | The conversation has ended. |
To answer, write in Your reply and choose Send. When your issue is solved, choose Mark resolved.
To continue a closed ticket, use the Open a new ticket link on it. The new ticket shows which one it follows.
Common problems
| What you see | What to do |
|---|---|
| Too many tickets or messages in an hour. Try again later. | Wait, then send it again. Add new details to your open ticket. |
| There is no such ticket, or you cannot see it. | Check the number and the organization you have chosen. |
| The ticket changed meanwhile. Reload the page and try again. | Reload the page and read the latest message first. |