TIXEO SUPPORT CENTRE > HOW OUR SUPPORT WORKS
Requests and incident management:
Some explanations
Our teams support you through our ticketing system, which facilitates the management of your requests and allows us to provide you with a response as soon as possible.
Create a ticket
- Go on https://support.tixeo.com/open.php
- Answer the various questions on the form
If you have already registered on the helpdesk, log on to https://support.tixeo.com/login.php and create a new ticket.
Ticket processing
Whether you contact Tixeo support by email or directly from our Support Center, a ticket is automatically created.
This ticket has a unique number and can be consulted at any time, regardless of its status, by its creator.
The only rule we ask you to respect is the following ► 1 problem/request = 1 ticket
View an existing ticket
When a ticket is created, you will receive an email with a link to access the ticket.
To view your ticket history:
- You already have an account on Tixeo Support Center ? Log in
- You don’t have an account yet, go to https://support.tixeo.com/account.php?do=create to create your account.
Use the email address you entered when creating the tickets
Tickets status
Status |
Ticket status
|
Reopen? |
Description |
Conditions |
In progress |
Open |
– |
Ticket in process |
This is the default status when the ticket is opened |
Waiting for a reply |
Open |
– |
Awaiting reply |
The ticket is taken care of, we need more information and are waiting for a feedback |
Planned test |
annOpen |
– |
We have planned a test |
The problem requires further testing with or without the customer |
Planned update |
Open |
– |
Update planned on your server |
Tixeo version upgrade |
Planned maintenance |
Open |
– |
Ipdate, migration planned |
For preventive or corrective maintenance needs |
No reply |
Closed |
Yes |
Closure without customer response |
After 5 days waiting for a reply |
Waiting for correction |
Closed |
Yes |
The R&D team is informed of the problem and will make a correction |
All checks have been made and result in the detection of a bug |
Feedback |
Closed |
Yes |
Customer feedback or improvement request |
– |
Resolved |
Closed |
Yes |
Problem solved |
There have been sufficient responses to address the problem |
Closed |
Closed |
No |
Ticket closed without the possibility of reopening it. It remains available for consultation |
Ticket in “Resolved” status for at least 7 days |
Only a ticket with the status Closed is truly closed. The other statuses allow the ticket to be reopened if necessary.
How to contact Tixeo support
► Our support team is available from Monday to Friday from 09:00 am to 12:00 pm and from 2:00 pm to 6:00 pm
- By email: support@tixeo.com
- By phone: +33 (0)4 67 75 04 31
