The more detailed you describe your problem to us, the faster we can help you.
It is very important that we find out as many details as possible about your request in the ticket.
With a meaningful subject and a good and detailed description of the error (according to
Possibility with corresponding screenshots) you facilitate an initial error analysis and
thus speed up the response time.
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Tips regarding the subject
The subject "Act! problem" is not very helpful. "Act! Outlook Integration does not work anymore after Office Update", however, already brings up clearly and concisely the core concern and a possible starting point for the error analysis. We wish for a ticket subject of this kind, yet know that this is not always realizable. |
Our technicians need the following information for a support request:
• Identity if you are creating a ticket for someone else - Customers' Name - Name of the contact person with email address and telephone number - Contact person IT and Act!
•Software information of the programs involved such as Act !, Addons, Office, ... - Product name (s) - Product version
•Information about the system - Operating system - Operating system version (exact version for Windows 10) - if necessary, hardware information (RAM, etc.)
•Brief description of the problem •Main symptom of the problem •Detailed description of the steps for replication •Screenshots or short video (see below for more information)
In the ticket text, it is important for us to find out which procedure, e.g. B. led to an error message. For this purpose, it makes sense to send appropriate screenshots of the workflow. Have you participated in other programs, e.g. B. Microsoft Office or Windows, changes or updates carried out and then you get an error message in Act !? Please be sure to let us know!
Please use our ticket template!
You are not able to access certain data, some features are not available, fields are shown in gray shading or cannot be edited? In this case it is important for us to know which rights the Act! user in question has and who is the data record manager (when there are data records that cannot be accessed) and if that person might have possibly restricted the access.
Act! and its addons generate so called log files in the background. If there is an error message these can be read out and sent to us. This is the most precise source of information which can help us in the case of an error message. Please attach this log file to your ticket!
In general the following applies: The more information you give us the faster our technicians can help you.
You are also welcome to use the "LICEcap" program to create a short video in which you can optimally present the problem to us in video form.
The explanation can be found in the article: LICEcap instructions |
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