EN - How to open a Support Ticket

How to open a Support Ticket

Date: 07/11/2002

Ver:1.2

Syscrum has implemented a Ticketing system, MSS, that allows better control and response to support requests from its customers.

For all your support requests, you must open a Support Ticket.

You will need to indicate a valid corporate email address for creating a support ticket.

Follow the steps below to submit a support ticket.

Step 1: Submit a ticket

Go to the https://mss.syscrum.pt and click the Submit a Ticket option.

Step 2: Insert your email

Enter your email and click the Continue button.

Note: If you have an error entering the email, check the additional notes at the end of this document.

Step 3: Check your personal info

Your personal info should appear in the fields:

• First Name
• Last Name
• Phone

Continue to step 4.

If no information appears, please fill in all the fields. Completion is mandatory.

Step 4: Add info to the ticket

In the Class field select the reason for the support ticket.

Note: If in doubt select the predefined field 1-Apoio Helpdesk

In the Subject Field, place the title of the support ticket.

In the Details field, indicate a description of the problem as detailed as possible.

Avoid indicating, short sentences with generic problems such as, no network, no internet. This will delay the resolution time of your support request.

Whenever possible to add a print screen of the error. Just click on click and drag files here to attach and add print screen or other important files.

You cannot attach folders, only files. If you want to send a folder containing multiple files, compress the files using your computer's zip option.

Note: All fields are required.

Click the Option I'm not a robot or Não sou um robot .

And finally click on Submit my ticket

Your Ticket has been successfully opened!

An email from the @mss.syscrum.pt domain will be sent with the ticket opening information.

How do I read and respond to the support ticket?

Responses to support tickets should be made by e-mail by replying to e-mail messages sent by the MSS system. Messages will be sent from :

• @mss.syscrum.pt

Note: If within 15 days, there is no response to the ticket, the ticket will be closed administratively, with email notification of its close.

Additional Notes:

If in step 2 you had an error while entering the email, please contact us by phone at:

• +351 214 913 229

SYSCRUM Team