What is the purpose of a support ticket?<\/h2>\n
It is essential to create a support ticket when requesting administrative, commercial or technical assistance.<\/p>\n
For several years, we have opted for a new policy of handling telephone calls. Our Front Office service answers all calls to offer a standard support that serves to guide the customer to create a support ticket or assist him to go to his customer area to do it himself.<\/p>\n
Support menu<\/h2>\n
In the menu on the left, first click on Support<\/strong>.<\/p>\n The interface directs to a new page.<\/p>\n It is necessary to wait while the new window opens, and especially to think of activating the opening of POP UP so that the display of the page is not blocked.<\/p>\n The interface then displays the support tickets page.<\/p>\n Access to the menu Support<\/strong><\/a> then click first on the button OPEN A TICKET<\/strong>.<\/p>\n DON'T WASTE TIME UNNECESSARILY. The answer to your question may already be available on our assistance<\/a>.<\/p>\n<\/div>\n<\/li>\n Always prefer requests by tickets, the response time is not longer, on the contrary.<\/p>\n<\/div>\n<\/li>\n The more information you fill in, the less likely your ticket will arrive in the wrong department.<\/p>\n<\/div>\n<\/li>\n In the case of a technical request, try as much as possible to explain how to reproduce the problem. A technician who has succeeded in reproducing your problem will necessarily have understood your request.<\/p>\n<\/div>\n<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<\/div>\n Secondly, select the appropriate service according to the request.<\/p>\n First access the menu Support<\/strong><\/a>. If the request is related to an order, click on Follow-up of my order<\/strong>.<\/p>\n The system will display all orders belonging to the customer account. Just select the order in question.<\/p>\n Then click on the icon to open a ticket.<\/p>\n If the order is not yet created or does not appear on the interface, the system will not allow the ticket to be created.<\/p>\n For a malfunction, try as much as possible to explain how to reproduce the error. A technician who has succeeded in reproducing the problem encountered will necessarily have understood the request, which will allow it to be resolved more quickly.<\/p>\n Finally, click on SEND<\/strong> to create the ticket.<\/p>\n First access the menu Support<\/strong><\/a>. If the request is for administrative or accounting purposes, choose Administrative and accounting request<\/strong>. A second menu will appear below with subcategories.<\/p>\n Several categories are displayed:<\/p>\n Simply select the service in question.<\/p>\n For a malfunction, try as much as possible to explain how to reproduce the error. A technician who has succeeded in reproducing the problem encountered will necessarily have understood the request, which will allow it to be resolved more quickly.<\/p>\n Finally, click on SEND<\/strong> to create the ticket.<\/p>\n First access the menu Support<\/strong><\/a>. If the request is commercial, choose Commercial demand<\/strong>and then click on OPEN A TICKET<\/strong>.<\/p>\n Then describe the request and finally click on SEND<\/strong>.<\/p>\n First access the menu Support<\/strong><\/a>. If the request is technical, or if there is a problem with a given subscription, select the TECHNICAL SUPPORT REQUEST<\/strong>.<\/p>\n Then select the subscription in question and the type of request.<\/p>\n For a malfunction, try as much as possible to explain how to reproduce the error. A technician who has succeeded in reproducing the problem encountered will necessarily have understood the request, which will allow it to be resolved more quickly.<\/p>\n Whatever the type of your ticket, it will be opened to initiate its processing.<\/p>\n Always on the customer area, heading Support<\/strong>A new interface on the POP Up opens. First follow the button ADD AN ANSWER<\/strong>and of course add an answer.<\/p>\n Then click on RESPOND<\/strong>The confirmation message is displayed.<\/p>\n Finally the status of the ticket changes.<\/p>\n A feedback will finally be sent to the email address of the customer profile, indicating the re-opening of the ticket.<\/p>\n Always on the customer area, heading Support<\/strong>A new interface on the POP Up opens. First, you have to click on the button CLOSE THIS TICKET<\/strong>in order to close it.<\/p>\n Then click on YES<\/strong> to confirm.<\/p>\n The confirmation message will be displayed afterwards.<\/p>\n Finally, the status of the ticket changes.<\/p>\n Always on the customer area, heading Support<\/strong>A new interface on the POP Up opens. The interface displays the drop-down menu Subscription<\/strong>.<\/p>\n Select the package ID to display the open, pending or closed tickets related to the offer.<\/p>\n![\"Go](\"https:\/\/assistance.groupemagiconline.com\/wp-content\/uploads\/2022\/02\/creer-un-ticket-support-1.png\")
<\/a><\/pre>\n![\"Allow](\"https:\/\/assistance.groupemagiconline.com\/wp-content\/uploads\/2022\/02\/creer-un-ticket-support-2.png\")
<\/a><\/pre>\n![\"Summary](\"https:\/\/assistance.groupemagiconline.com\/wp-content\/uploads\/2022\/02\/creer-un-ticket-support-3-1024x548.png\")
<\/a><\/pre>\nOpen a support ticket<\/h2>\n
![\"Open](\"https:\/\/assistance.groupemagiconline.com\/wp-content\/uploads\/2022\/02\/creer-un-ticket-support-4.png\")
<\/a><\/pre>\n
\n30 SECONDS THAT WILL SAVE YOU HOURS.<\/strong><\/p>\n<\/div>\n\n
![\"Choose](\"https:\/\/assistance.groupemagiconline.com\/wp-content\/uploads\/2022\/02\/creer-un-ticket-support-5.png\")
<\/a><\/pre>\nOpen a ticket for order tracking<\/h2>\n
![\"Order](\"https:\/\/assistance.groupemagiconline.com\/wp-content\/uploads\/2022\/02\/creer-un-ticket-support-6.png\")
<\/a><\/pre>\n![\"Select](\"https:\/\/assistance.groupemagiconline.com\/wp-content\/uploads\/2022\/02\/creer-un-ticket-support-7.png\")
<\/a><\/pre>\n![\"No](\"https:\/\/assistance.groupemagiconline.com\/wp-content\/uploads\/2022\/02\/creer-un-ticket-support-8.png\")
<\/a><\/pre>\n![\"Create](\"https:\/\/assistance.groupemagiconline.com\/wp-content\/uploads\/2022\/02\/creer-un-ticket-support-9.png\")
<\/a><\/pre>\nOpen an adminsitrative or accounting ticket<\/h2>\n
![\"Administrative](\"https:\/\/assistance.groupemagiconline.com\/wp-content\/uploads\/2022\/02\/creer-un-ticket-support-10.png\")
<\/a><\/pre>\n\n
![\"\"](\"https:\/\/assistance.groupemagiconline.com\/wp-content\/uploads\/2022\/02\/creer-un-ticket-support-11.png\")
<\/a><\/pre>\n![\"Create](\"https:\/\/assistance.groupemagiconline.com\/wp-content\/uploads\/2022\/02\/creer-un-ticket-support-12.png\")
<\/a><\/pre>\nOpen a commercial ticket<\/h2>\n
![\"create](\"https:\/\/assistance.groupemagiconline.com\/wp-content\/uploads\/2022\/02\/creer-un-ticket-support-13.png\")
<\/a><\/pre>\n![\"Create](\"https:\/\/assistance.groupemagiconline.com\/wp-content\/uploads\/2022\/02\/creer-un-ticket-support-14.png\")
<\/a><\/pre>\nOpen a technical ticket<\/h2>\n
![\"create](\"https:\/\/assistance.groupemagiconline.com\/wp-content\/uploads\/2022\/02\/creer-un-ticket-support-15.png\")
<\/a><\/pre>\n![\"Select](\"https:\/\/assistance.groupemagiconline.com\/wp-content\/uploads\/2022\/02\/creer-un-ticket-support-16.png\")
<\/a><\/pre>\n![\"Create](\"https:\/\/assistance.groupemagiconline.com\/wp-content\/uploads\/2022\/02\/creer-un-ticket-support-17.png\")
<\/a><\/pre>\n![\"Successfully](\"https:\/\/assistance.groupemagiconline.com\/wp-content\/uploads\/2022\/02\/creer-un-ticket-support-18.png\")
<\/a><\/pre>\nRe-open a ticket<\/h2>\n
\nClick on the ticket ID or line to view it.
\nThe history of the exchanges can be found in this section.<\/p>\n![\"View](\"https:\/\/assistance.groupemagiconline.com\/wp-content\/uploads\/2022\/02\/creer-un-ticket-support-19.png\")
<\/a><\/pre>\n![\"Re-open](\"https:\/\/assistance.groupemagiconline.com\/wp-content\/uploads\/2022\/02\/creer-un-ticket-support-20.png\")
<\/a><\/pre>\n
![\"Ticket](\"https:\/\/assistance.groupemagiconline.com\/wp-content\/uploads\/2022\/02\/creer-un-ticket-support-21.png\")
<\/a><\/pre>\n![\"Open](\"https:\/\/assistance.groupemagiconline.com\/wp-content\/uploads\/2022\/02\/creer-un-ticket-support-22.png\")
<\/a><\/pre>\nClose a ticket<\/h2>\n
\nClick on the ticket ID or line to view it.
\nThe history of the exchanges can be found in this section.<\/p>\n![\"Closing](\"https:\/\/assistance.groupemagiconline.com\/wp-content\/uploads\/2022\/02\/creer-un-ticket-support-23-1.png\")
<\/a><\/pre>\n
![\"Confirm](\"https:\/\/assistance.groupemagiconline.com\/wp-content\/uploads\/2022\/02\/creer-un-ticket-support-24.png\")
<\/a><\/pre>\n![\"Ticket](\"https:\/\/assistance.groupemagiconline.com\/wp-content\/uploads\/2022\/02\/creer-un-ticket-support-25.png\")
<\/a><\/pre>\n![\"Staut](\"https:\/\/assistance.groupemagiconline.com\/wp-content\/uploads\/2022\/02\/creer-un-ticket-support-26.png\")
<\/a><\/pre>\nSearch for a ticket<\/h2>\n
![\"Search](\"https:\/\/assistance.groupemagiconline.com\/wp-content\/uploads\/2018\/07\/creer-un-ticket-support-27.png\")
<\/a><\/pre>\n \t\t