Support procedure for Konfuzio

On the basis of your contract, you as our customer can Receive support.

This article explains the details so that it is both transparent and easy to use.

Create a support ticket

The Create a new support ticket at Konfuzio is a clearly structured process. With just a few steps, you can ensure that your request is processed quickly and accurately. Follow the instructions below to create a ticket:

Fill in the form

Carefully fill out the ticket form provided. Make sure that all necessary information is included. The following fields are particularly important:

• Product - Select which Product You need support.
• Criticality - Let us know how urgent your request is.
• e-mail - We will keep you up to date on the progress. Your e-mail is also important for queries.
• Objective - A briefly formulated objective helps us to categorize your request and assign it to the right expert.
• Description - Explain your request in detail. This avoids follow-up questions and will therefore resolve your request more quickly.
  • Background
    Give us all relevant context about the bug, feature, question. This is the only way we can best respond to it.
  • Current situation
    Description of what the Staus Quo is.
    In the case of a bug, it is best to show us how it can be reproduced.
  • Future situation
    Description of what the future status should be. This is particularly important for new features.
• Appendix - It is best to send us screenshots of the issue. This will give us a clear insight into your situation.

Finalize and send

Once you have completed the form, submit it. Your ticket will be created automatically and the support process will begin. You will receive an e-mail including the ticket number as confirmation.

Processing times and prioritization

The service levels agreed in your contract offer you structured response times, depending on the urgency of your request. Critical problems such as system failure are given top priority.

Consistent support

Our support ensures that your concerns are dealt with consistently and efficiently. Use the system to report problems in a structured way and receive solutions quickly. For optimal troubleshooting, we recommend providing all relevant information in the event of early reports.

Your success with Konfuzio is our focus. You can rely on our support, which impresses with its structured processes and transparent communication.

Procedure after creating a ticket

Once a ticket has been created, it is processed in several phases. Each phase is designed to process your request efficiently and ensure a quick solution.

Ticket acceptance and classification

After your ticket has been successfully created, it goes through the following steps:

• Inspection by the support team - The submitted ticket is checked to ensure that all the required information is available.
• Prioritization - The matter is prioritized according to its urgency.
• Assignment of responsibilities - The ticket is assigned to the appropriate expert for processing.

Processing the ticket

During the processing phase, our expert will take care of solving your request:

• The information provided is validated.
• If necessary, you will be asked questions in order to better understand the problem.
• The technical problem or request is analyzed and processed.

Communication with the customer

During the process, the responsible employee remains in close contact with you:

• You will receive regular updates on the processing status by e-mail.
  Please check your spam folder if you do not receive any e-mails in your mailbox.
• Queries and feedback from your side can be processed promptly.

Completion of the ticket

After your request has been resolved, the following steps are taken:

• Final message - You will be informed of the solution.
• Ticket conclusion - The ticket is officially closed. If the problem persists, you can automatically reopen the ticket by replying to the email.

Access to the ticket system for Konfuzio IDP

At "Tickets" area The Konfuzio sidebar allows you to manage your support requests. All the tickets you have created are displayed, regardless of which of your projects is currently selected. You can also see project-related tickets from other team members, provided you have the appropriate authorization.

Insight into existing requests

• Own ticket: Every ticket you create can be viewed again at any time. You can see open requests by default. Closed tickets can optionally be displayed using a corresponding filter.
• Tickets of other users: You receive project-related access to requests from other members. Switching between projects gives you a more comprehensive overview.

Details of a ticket

In the detailed view of a support ticket, you will find relevant information such as

• Title and description of the request,
• Ticket ID for tracking,
• State (open or closed),
• Time stamp for creation and last update,
• relevant attachments and the complete communication history.

Replying to a ticket is very easy. Use a special link that is directly linked to the corresponding ticket to communicate seamlessly by email.