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Exact Synergy Enterprise   
 

Submitting a question to support helpdesk via web form

In this document, we will provide you with the help and tips for submitting a question to our support helpdesk via the new web form. The following sections explain the different options.

Your information section

Account code

This displays your Exact relation code and name. This field is prefilled and cannot be changed.

Contact:

Select the contact person whom Exact support should contact.

Please contact me by:

By default, option 2 Customer/Reseller portal is selected. The other possibilities are:

  • Phone - Select this option if you want the support helpdesk to contact the contact person by phone.
  • Customer/Reseller portal - Select this option if you want the feedback to be replied via the submitted request.
  • E-mail - Select this option if you want the support helpdesk to respond to your question via e-mail.

    My question section

    Select you product line:

    Select the product for which you want to submit a question. The list of options displays all your active Exact products.

    Note: The selected product line does not function as a filter for the Knowledge pane. You can use the Knowledge base button to continue searching for answers using our advanced search/filter options.

    Subject:

    Select the subject which corresponds to your question. For example, if your Exact Globe product contains several modules like Accounting, Payroll, or Logistics, and you want to submit a question about payroll, you can select the option Payroll.

    Exceptions:

    When you are a customer of an Exact reseller, you will only see the option Reseller. When you are using a product that is in controlled release, automatically only the option Controlled Release is displayed and selected. Customers with a premium contract will only see the Premium Support option.

    Release:

    Select the version of the given product line. The following are view samples to see the release information of some Exact products:

  • Exact Globe Next - Click on the menu option, followed by About and the Version information will be displayed.
  • Exact Globe/Compact - Click Help followed by About. The Release field will display the release information.
  • Exact Synergy Enterprise - Click System à License à Info. The Product update field will display the release information.
  • Exact Event Manager - Click the menu option About the Version to display the release information.

    Priority:

    By default, the priority is set to "3 – Medium". You can select from the following priorities:

  • Urgent - Select this option if you are unable to work with your product.
  • High - Select this option when critical functions of your product stop functioning.
  • Medium - Select this option when non-critical functions of your product stops functioning or you receive errors every now and then.

    My question:

    Type a short description of your question. When you start typing words, notice those possible solutions to your question are displayed in the Knowledge base panel on the right side of the screen.

    Extra information:

    Please provide in detail, all the relevant information about your question.

  • If an error occurs, please type the whole error message.
  • Type the menu path where the issue has occurred
  • Is the error reproducible? (with other users, workstations, and/or company)
  • Type all relevant information about the version/service pack of your operating system (32-/64-bit), SQL Server, Office products, others.

    Select the Browse button to upload a file. You can upload a file with a maximum size of 20 MB. For example, you can upload a print screen of your issue.

    Submit section

    Select the Knowledge base button to continue your search for answers via our improved search function.

    Submit:

    If you cannot find the answer to your question in the Knowledge base page, you can submit your question to our support helpdesk. You need to select the option I did not find the answer in the knowledge base / I’d like to enter my question before the Submit button is enabled.

  •      
     Main Category: Support Product Know How  Document Type: Online help main
     Category: On-line help files  Security  level: All - 0
     Sub category: Details  Document ID: 23.246.292
     Assortment:  Date: 20-01-2012
     Release:  Attachment:
     Disclaimer