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XCALLY Customer Portal
Every XCALLY customers and partners with a registered account can open a ticket into the XCALLY
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Xenialab Customer Portal
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Check our Knowledge Base first
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find your answer in our Wiki/knowledge base or create an effective support request about a software
read information or open a ticket about License
search your answer in our articles through the search bar, by inserting the topic of your interest
Explore our Knowledge Base
Clicking on Software ➡️ Knowledge Base, you can find many How-To and Troubleshooting Guide
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While clicking on ➡️ Motion V3 Advanced Wiki you can explore installation and technical resources
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Otherwise, if you can’t find the answer you are looking for, you can click on Need to raise a request? Contact us to open a support ticket
Select your product
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Opening a new ticket
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request, first of all you have to select the software for which you are applying for support and fill the form with required data.
Create a ticket for
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XCALLY Products
Select the request type according with your product.
Please always insert the license token without any other characters so we can provide you a proper assistance accordingly to your SLA
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The Emergency Ticket form will create an highest priority ticket. Please be aware this option may have a cost. |
Insert all the required information
Please add all the key words related to your requests. This is very important for a better ticket management.
Create a ticket for WitiOp
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Click on the WitiOP form and fill in all the required information
Create a ticket for Vidaoo
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Click on the VIDAOO form and fill in all the required information
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About the ticket priority
Please select the priority based on the following definitions (use Highest only if your services are down):
Please fill in the description as precisely as possible
Depending on the type of your issue, provide the appropriate items in the following list:
steps to reproduce the issue
logs
screenshots
customer customizations
View the requests
Just click on Requests button to handle all the tickets created by all the members of your organization
Ticket details
Info about your server
An automation will add some useful information about your server
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Interact with the Support Team
Please note the communication between customers and support team is allowed only within the ticket.
The email is used only for notification.
Please do not reply to the email sent by the ticket system.
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Ticket status
Status | Description |
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Waiting for Support | Request has been created and it is pending on the XCALLY Team |
In progress | The ticket is handling by the XCALLY Team |
Waiting for customer | The XCALLY Team is waiting for a customer's feedback |
Escalated | The ticket has been escalated to the 3rd level support (eg. bug fixing) |
Under Investigation | The ticket requires further investigaton by the XCALLY Specialists |
Under Development | The dev team is working on the task |
Resolved | The issue has been resolved by the XCALLY team |
Closed | Customer has confirmed the issue is fixed. No more action required |