Submit support request

Help Center functionalities

Submit request

To submit a request you first need to sign in to the help center. By clicking Submit request you can create a new support ticket (see Figure 1). The term support ticket describes the interaction between the customer and the zetcom customer service.

Figure 1: zetcom Help Center, landing page.

Fill in a ticket

A form opens (see Figure 2) to insert all relevant information:

CC	Here you can add your colleagues. They will also receive information about the ticket and its status.
Subject	Short and clear description of your issue, which allows our support team a faster processing of the ticket. When entering the subject, you might get suggestions for relevant FAQ articles fitting to your request.
Description	Detailed description of your issue. Which steps were done before the error occurred? Is the error reproducable? If yes, by one user or by different users? Please be as precise as possible. The FAQ article What information do I need to provide to customer support? gives information on which details are needed.
Attachments	You can attach screenshots Im Anhang könne Sie Screenshots oder Videoaufzeichnungen anfügen, um das Problem zu illustrieren.

By clicking Submit, your request is send to the customer support.

Figure 2: Form Submit request.

All your colleagues that you have added in CC, as well as you, will receive an automatically generated email with all the information about the ticket. If you have additional information, you can simply reply to the Email and the content will be attached as comment to your ticket. This also works for your colleagues. 

View created tickets

In your profile (top right corner) under My activities (see Figure 3) you can find all your created tickets (support requests) and all the tickets you were set as CC (see Figure 4).

Figure 3: zendesk user menu > Requests.

Figure 4: Requests > My requests.

Clicking on the created ticket opens the ticket detail view which contains the tickets status. The detail view also allows you to add comments.

About the ticket status

In the ticket overview you can see the current state of the ticket. Following states exist: 

open	Your ticket was opened and is currently being worked on.
awaiting your reply	The support team has a question and waits for your response. In this case, you will get an email notification.
solved	The ticket was solved and awaits your confirmation.
closed	The solution was accepted on your behalf and the ticket is now closed. If any problems or questions occur after the ticket was closed, you can add a comment to the ticket and the status will automatically turn open again.