Create an effective Support Request
- XCALLY Knowledge (Unlicensed)
- Product Knowledge
- Valerio Ciotta
What’s about
Every XCALLY customers and partners with a registered account can open a ticket into the XCALLY Customer Portal
From this page it’s possible to:
find your answer in our Wiki/Knowledge base or create an effective support request about a product, clicking on SOFTWARE
read information or open a ticket about LICENSE, selecting the relative box
search your answer in our articles through the search bar on top, 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
While clicking on Motion V3 Advanced Wiki you can explore installation and technical resources
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
Open a support ticket
Opening a new ticket 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 XCALLY
If you need support on XCALLY, you have to choose it as software and then you can select request type according with your product:
XCALLY Motion
XCALLY Shuttle
Emergency Ticket
The Emergency Ticket form will create an highest priority ticket. Please be aware this option may have a cost.
And then you have to insert all required information:
License Token: you can copy your token number (of 36 characters) from XCALLY Settings menu → License
Please always insert the 36 characters license token without nothing else so we can provide you a proper assistance accordingly to your SLA
Server Version
Key Words: Please add all the key words related to your requests. This is very important for a better ticket management
Priority: set ticket priority accordingly with issue severity (to choose priority type well read here). For example Use Highest/High for critical error and system block only
Summary
Description (optional): 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
Attachment (optional)
And click on Send
Server access conditions
These are our server access conditions for the provision of technical assistance and support activities – relating data processing and privacy protection
The Client for the proper delivery of the Service as contractually regulated, authorizes the XCALLY Support and Service Team to access the server for the purpose of providing technical assistance. The Client understands that the XCALLY Support and Service Team may need to access sensitive information and data on the relevant server to diagnose and resolve any technical problems that are reported and encountered.
The Client acknowledges that it is the owner or authorized administrator of the server for which it is requesting assistance and support and that it is fully responsible for any actions that may occur during the support session. The Client agrees to indemnify and hold harmless XCALLY and its employees, agents, and contractors from any and all claims, damages, liabilities, and expenses arising out of or related to any action taken by the XCALLY Support and Service Team on your server during the support session.
The Client understands that the XCALLY Support and Service Team may need to create, modify, or delete files, applications, or configurations on the server as part of the support process. Client acknowledge that you have made appropriate backups of your data and configurations and you release XCALLY from any liability for any loss of data or damage to the server resulting from any action taken by the XCALLY Support and Service Team during the support session.
The Client acknowledge that the XCALLY Support and Service Team will make every effort to protect the security and privacy of your server and its contents, and you agree to cooperate with the XCALLY Support and Service Team in implementing any necessary security measures or procedures. Finally, it acknowledges that the XCALLY Support and Service Team may need to access the server remotely and agrees to provide any credentials or access information necessary to allow remote access.
Create a ticket for XPLANY
If you need support on XPLANY - the workforce management software, you have to choose it as software and then fill the form with required data:
Account code that you can find on XPLANY tenant clicking on My Profile Account id (of 24 characters)
Priority: set ticket priority accordingly with issue severity (to choose priority type well read here). For example Use Highest/High for critical error and system block only
Summary
Description (optional): 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
Attachment (optional)
And click on Send
Create a ticket for WitiOp
If you need support on WitiOp to manage Whatsapp interactions, you have to click on the Witiop form and fill in all the required information
Tenant URL: URL of your WitiOp instance
Instance phone number: phone number related to your instance
Priority: set ticket priority accordingly with issue severity (to choose priority type well read here). For example Use Highest/High for critical error and system block only
Summary
Description (optional): 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
Attachment (optional)
And click on Send
Create a ticket for Vidaoo
If you need support on VIDAOO - the WebRTC video conference solution, you have to click on the VIDAOO form and fill in all the required information:
Account code
Priority: set ticket priority accordingly with issue severity (to choose priority type well read here). For example Use Highest/High for critical error and system block only
Summary
Description (optional): 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
Attachment (optional)
And click on Send
About ticket priority
Please select the priority based on the following definitions:
Use Highest only if your services are down or Highest/High for critical error and system block only
View requests and ticket details
Just click on Requests button to handle all the tickets created by all the members of your organization:
Selecting a ticket, you can see details about your request
(data that you inserted in the form) and status:
Moreover an automation will add some useful information about your server on the ticket:
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.
Ticket status
Status | Description |
|---|---|
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 |