Overview
After you log in to the Support Portal, the first page you see is the Avolin Support Landing page, where you can select your product. You can submit a ticket by clicking on the Submit a request button on top of this page.
Please note that you will see the words “Ticket” and “Request” used interchangeably. They both have the same meaning.
This article provides information on how you can submit a request via the Avolin Support Portal.
Information
Supported Browsers
For end-user and admin pages, the following browsers are supported on the desktop:
- Google Chrome: the latest two versions
- Mozilla Firefox: the latest two versions
- Apple Safari: the latest two versions
- Microsoft Internet Explorer: the latest version only
- Microsoft Edge: the latest two versions
For end-user pages only, the following browsers are supported on mobile:
- iOS 9 and higher
- Chrome Mobile for Android: the latest version
Clicking the Submit a request button opens up the Submit a request page.
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Fill in the relevant fields with appropriate information to the best of your knowledge. Please refer to the table below to get more information on the fields.
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Once you have entered all the relevant information, click Submit to create a Ticket.
The table below describes the fields found in the Submit a request page:
| Field | Description |
|
Subject |
(Mandatory Field) To enter a concise but descriptive Subject that matches your issue or request and can help us identify it. |
|
CC |
(Optional) To give other people visibility to your ticket by adding their email addresses in the CC field. |
|
Organization |
(Mandatory Field) The Organization should be pre-selected. |
|
Priority |
(Mandatory Field) Select the correct Priority that matches the business impact of your issue. High priority tickets receive a quicker response. However, if you over-prioritize without a valid business reason, your ticket may be downgraded. |
|
Product & Version |
(Mandatory Field) Adding the Product & Version is mandatory, as this information is required for the agent to start troubleshooting the issue. |
|
Component |
(Optional) Though the Component field is optional, we strongly recommend you select a value that closely matches your issue. The list of Components is based on the most common ticket types we receive; select an approximate match if you cannot find one that perfectly matches. |
|
Description |
(Mandatory Field) Please provide a clear and accurate description of the issue. We find that tickets with great descriptions are solved much faster than those that are missing information and require several calls or emails to obtain it. The more information you give us, the quicker we can respond with the right solution. Please organize the information so we can quickly consume it and start solving the issue. |
|
Attachments |
(Optional) Attachments are optional but very helpful. We want to see log files, screenshots of the error, and any other artifacts relevant to the issue. |
|
GDPR Statement |
The GDPR Statement is there for your protection. Please read it and make the selection based on the information you are providing on the ticket. If the ticket is GDPR relevant, you will be able to give and receive progress updates via the support portal only (not email). |
Confirmation
You will receive an automated email notification once our Support Team receives the ticket.
