Open a Support ticket

 

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Connectif has a strong Support team who can solve your queries about the platform quickly and efficiently. Get in touch with them with any questions you may have about using the platform.

 

So that our team can offer you the best possible response and solve your issue as soon as possible, we recommend:
— Indicating the name of the workflow to which your query relates.
— Providing as much detail as possible and attaching screenshots.
— If other colleagues are involved, request in the ticket that they are copied in and provide their email addresses.

 

OPTION 1. Open a ticket from your account

1. Log in to your Connectif account.

2. On the Dashboard, click the blue Help button.

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3. In the new search field, enter a keyword related to your query and hit the Enter key on your keyboard.

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4. Check the existing documentation on the topic you indicated. If the articles provided don’t resolve your query, click Leave a message.

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5. Fill in the following fields:

  • "Name": name by which you want to be addressed.
  • "Email address": email to which you want the Support team’s response to be sent.
  • “Account affected”– Username of the account related to the query.
  • "How can we help?": description of the query or incident.
  • "Attached files": screenshots or documents that you think the technical team may find useful in resolving your query.
  

The fields "Name" and "Email address" are auto-completed by default with the information of the contact person for the account. If they are not correct, you can make a one-off change to send the ticket or modify the information of the account contact person from “Your Account> User profile” in the section Account contact information.

The "Account affected" field is auto-completed by default with the name of the account from which the ticket is being sent. If the issue is related to another account (for example, one in another language), you can modify this info for this instance.

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6. Click Submit.

 

 Success!
Your support ticket has been submitted.

 

OPTION 2. Open ticket via the Help Center

1. Access the Connectif Help Center and, in the left-hand menu, click  Submit a request.

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2. Complete the form by filling in the following fields:

  • "Email": email to which you want the Support team’s response to be sent.
  • "Subject": keywords that describe the query.
  • "Description": detail of the query or incident.
  • “Account affected”– Username of the account related to the query.
  • "Attached files": screenshots or documents that you think the technical team may find useful in resolving your query.

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3. Click Submit.

 

Success!
Your support ticket has been submitted.

 


CHECK OPEN TICKETS

1. Access the Connectif Help Center and log in to your account.

 

For this login you will need to use your credentials for Zendesk (the platform used by Connectif to manage queries and incidents) and not the access data for your Connectif account.

2. Click on the dropdown menu that appears next to your name and click on “My activities”.

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3. Select “Requests” and review the list of tickets you have opened.

 

To speed up the search, you can use the search field or filter by the status of the ticket.

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Keep learning!

To make the most of your Connectif account, we recommend reading these articles next:

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