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

If you have already registered on the helpdesk, log on to https://support.tixeo.com/login.php and create a new ticket.

Ticket processing

In order to best qualify your request and help us provide you with a quick and relevant response, we ask you to open your tickets directly on Tixeo Support Center rather than by email. Thank you in advance.

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:

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

 

Ticket closed

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

Tixeo Support Center

► 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