To help us process your request quickly and efficiently, please follow these simple best practices when creating a ticket. A clear and well-structured ticket helps our team understand your issue right away — so we can focus on solving it instead of clarifying details.
Please tell us:
Expected behavior: What did you expect to happen?
Observed behavior: What actually happened instead?
Example:
Expected: When clicking Save, the system should store the data and return to the main screen.
Observed: After clicking Save, an error message appears, and the data is not saved.
List clear, numbered steps that allow us to recreate the problem. This helps us identify the cause and fix it faster.
Example:
Open the module “Orders”
Select any customer
Click Save → error appears
Each ticket should focus on one specific issue or request.
If you have several unrelated issues, please open a new ticket for each.
This keeps communication clear and ensures faster resolution.
Avoid vague titles like “Problem” or “Urgent.”
Instead, summarize the issue briefly and precisely.
Examples:
“Order module – Save button triggers error message”
“Report layout – Incorrect column alignment”
Help us prioritize effectively by describing how critical the issue is:
How many users are affected? (One user, several users, all users?)
Does the issue block production or daily work?
When did it first occur?
Tickets marked as urgent should only be for cases that stop production or affect multiple users.
If you have updates or new information about the same issue, please reply within the same ticket.
Avoid opening new tickets for the same topic — this helps maintain clarity and accountability.
Please CC only the people directly involved or responsible for the topic.
Too many CC recipients can make communication slower and less clear.
Please keep in mind that tickets with the status “Pending – Waiting for Customer” will be automatically closed if there is no response within 2 weeks.
If the issue remains relevant, you can always reopen or create a new ticket later.
A clear and well-structured ticket helps us help you faster. When tickets are long, unclear, or contain multiple topics, our support team spends valuable time interpreting the issue instead of solving it. By providing a precise description, you help us increase efficiency and deliver solutions quicker.
Thank you for your cooperation and for helping us make support more efficient for everyone. Together, we can ensure your issues are resolved as quickly and effectively as possible.