ViewNexo
Contents

22. Support: report a problem or ask a question

If something fails or you have a question, open a ticket from the dashboard. The ViewNexo team answers right there and by email, and you can follow the conversation until it is solved.

New support ticket window with subject, Bug or failure category, priority, business, description, the box to attach screenshots with one already attached, and Technical information that will be sent.
  1. Click Support, at the bottom of the left sidebar, and then New ticket. You can also use Report a problem in your account menu (the circle with your initials, top right) or at the foot of the copilot: that way the ticket records the page you were on.
  2. Subject: a short sentence, for example "I can't publish my tour".
  3. Category: Bug or failure, Question, Billing, Suggestion, Account and access or Other. Priority: Low, Normal, High or Urgent. Business: the one affected, or None in particular.
  4. Description: what you were trying to do, what happened and what you expected. If there is an error message, copy it exactly.
  5. Screenshots or files: drag them into the box, paste them with Ctrl+V or ⌘V, or click choose files. Up to 5 PNG, JPG, WebP, GIF or PDF files, 10 MB max each. A screenshot saves many questions.
  6. Before sending you can expand Technical information that will be sent: the page, browser, screen size, language and your plan. It helps us reproduce the problem; it includes no passwords or customer data.
  7. Click Send ticket. You will see your ticket number.
  • Follow-up: under Support you see your tickets in tabs (Open, Waiting for you, Resolved and Closed). A blue dot and the sidebar counter mark new replies, which also reach the bell and your email.
  • Conversation: reply inside the ticket with text and screenshots (Ctrl/⌘ + Enter sends). If you reply to a resolved ticket, it reopens for the team.
  • When it is solved, click It is solved, top right, and rate the support with stars and an optional comment.
  • Resolved tickets close on their own after 7 days; if the team asked you for information and you don't reply within 14 days, the ticket is marked resolved. A closed ticket no longer accepts replies: use Open a new related one and the reference is copied over.
  • Every member of your organization sees the organization's tickets. You can have up to 20 open tickets at a time.
Open ticket with the customer's message, the attached screenshot, the ViewNexo team's reply, the status changes, the reply box and the Details panel; at the top the It is solved button.

A good report has three things: the steps to make it happen, what you expected to see and a screenshot. With that we usually solve it in the first reply.

How to take a screenshot

A screenshot is a picture of what is on your screen. Here is how to take one:

  • Windows: press the Windows key (the one with the logo), Shift and S at the same time. The screen dims: drag the mouse over the part you want. Then click in the ticket's description and press Ctrl+V to paste it.
  • Mac: press ⌘ (Command), Shift and 4 at the same time, and drag over the part you want. The screenshot is saved on the Desktop; drag it into the ticket's screenshot box.
  • iPhone: press the side button and the volume up button at the same time and let go quickly (on iPhones with a Home button: Home button and side button). It is saved in Photos.
  • Android: press the power button and the volume down button at the same time. It is saved in your gallery, under Screenshots.
  • On a phone, to attach it, tap choose files in the ticket and pick the screenshot from your photos or gallery.

All chapters