This article provides a step-by-step guide on how to submit a ticket via the request form which can be found on the Templafy Help center. This article also emphasizes the importance of providing as much detail as possible when filling out the request form, as this will help our support team understand your issue and provide the necessary assistance as efficiently as possible.
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Steps to submit a support ticket
- Sign into the Templafy Help center:
- Click Submit a request.
- Select the right request type:
Note
- Something not working?: for technical issues or questions.
- Planned work?: for maintenance requests.
- Report a security vulnerability or incident: for information security requests.
- If you have any attachments, such as screenshots, videos, documents or email threads (.msg files) which can help the support team understand your issue, you can attach them to the ticket.
- Once you have filled out the form, click on the Submit button.
- If you are logged in as a Templafy Help center user, you will also be presented with the below screen which shows your submission.
- You will receive an email confirmation that your request has been submitted. It will also include your ticket number.
Request form fields and description
| Request form field | Description |
|---|---|
| Your email address | Use your organizational email address here. This will ensure further correspondence will be sent to this email address and will ensure your support requests are correctly routed. |
| CC | This field is only available if you are signed in to the Help center. CC'd users receive email confirmation of ticket and subsequent ticket update notifications. |
| User type |
Selecting the type of user which best describes you from a drop down list. If you select Partner, you will be presented with a drop down list of Templafy partners. If you select Other, you will be presented with a text box to manually enter a user type. |
| Subject | A few words to emphasize the request. The subject will form part of subsequent communication exchanges. The subject field is clever, it will take key words and provide a list of suggested articles from our Knowledge Base. You might find answers to your request from here. |
| Description |
This text field allows you to provide details of your support request. Details include but are not limited to.
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| Select the severity level (Something not working form only) | Select the severity level which you believe best matches the details of the problem described. Please note that after evaluating your support request, we may alter the severity level. The change will be communicated in the ticket. |
| Select the time frame to fulfil request (planned work form only) |
Select the rough time frame you would expect this request to be fulfilled or completed. |
| Attachments |
Additional files can be added to the request before submitting. Example file types include but are not limited to.
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Steps to upload email threads as attachments
There may be times when you are submitting a support request where it is beneficial to attach an email thread. Following the below steps will allow you to achieve this:
- Select the email from your email application.
- Drag the email to your desktop after which you will see a .msg file being created on a Windows device and an .eml file on a Mac device.
- In the support request form, navigate to Attachments.
- Upload the .msg or .eml file.
- Click Add file and select the file from the window.
- Drag and drop the .msg or .eml file onto the attachment.
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