Opening a trouble
ticket through our Ticketing System is very easy. A support
team member of Duo-Motion will help you adequately and you
will receive the desired information within maximum one
hour after the ticket has been opened by you.
Note: Prior to opening a support ticket, please read carefully
the information about the relevant section from the Context
Help, Video
Tutorials or/and the F.A.Q. sections.
To open a personal trouble ticket please do the following:
- Go
to the members login page.
- Log
in using your username and password. (You have received
your login information with the confirmation mail after
you signed up for our services)
- Having
successfully logged into the Control Panel, mouse over
the Support link in the top left corner of the navigation
menu. A drop-down menu will be displayed with the following
options: F.A.Q. Video Tutorials, Open New Ticket, View
Opened Tickets and View Closed Tickets. Click on the Open New Ticket link to proceed.
- The
page that opens contains a form that you should complete
in order to send a help request, called ticket, to our Customer
Support staff. Please fill out all fields as accurately
as possible. The more accurate the information you provide,
the more precise our reply will be. After completing
the form, press the Submit button to send the ticket
to our Customer Support staff. You can see the tickets
already opened by choosing the View Open Tickets link
in the Help Center menu.
Note: The new-ticket form can be reached
also if, in the Help Center menu, described in section
3, you choose the F.A.Q. link
as it is shown in the following image.
In the F.A.Q. section, there is a request help link
that will take you to the same new-ticket form, to describe
the problem and place the inquiry.
VIEW OPENED TICKETS
This page lists all the tickets you have opened, including
detailed information about the subject, status and the average
response time for each ticket as well as the date on which
it has been opened.
In the page that opens, you can see the list of all tickets
that you have submitted. You can review the contents of
any particular ticket, with a single click on its number, subject, or more info link.
VIEW CLOSED TICKETS
This page contains a list of all tickets that have already
been closed.
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