We have integrated the Zendesk ticketing and support system into Manu Online. We use this ticketing system for both support and also presales discussions.
The great thing about tickets (when compared to email) is that an issue is clearly marked with who is the responsible person and what is the status.
- "Open" - ticket is on our site.
- "Pending" - ticket is on your side and we are hoping to get an answer from you
- "Closed" - ticket is on your side and we think the issue needs no further action.
If we reply to a ticket and we mark it as closed, but you think that the issue is not resolved then please just reply to it. This will set it back as Open.
You can interact with the ticketing system by email or by screen from the "Support" link in the system, top right (you need to be logged in). If one of your tickets is updated you will get an alert via email. You can reply to this email to add a comment to the ticket and set it as Open (on our side). You do not need to keep these alert emails as the contents of the ticket are stored and available to you later from the screens.
You can create a new ticket by emailing us at firstname.lastname@example.org or one of several other email addresses that we use.
Important: If you do not receive an automatic reply from us in a few minutes then the ticket has not been created and we are unaware of your request.
Spam filters, typos in email addresses etc. can cause this.