Description
You can submit tickets for your project via our Service Desk (accessible at support.sitecockpit.com). This communication channel is the fastest and most effective way to process your requests. Therefore, before sending an email or making a phone call, please consider whether it would be possible to submit a ticket instead.
Areas
- Functionality enhancements (feature requests) and change requests
- Error reports (bugs)
- Support
- Ideas (parked in the service desk for future implementation)
Sign up
If you don't already have an account, you can create one here.
You can register as many accounts for different employees as you like. However, for a better overview, we recommend communicating with us via the service desk with as few users as possible. If at least two users are registered on your side, please let us know so that we can group you so that you can also see each other's requests.
Service Desk Overview
Select one of the main items listed here that corresponds to your request (the items may differ from the illustration). Depending on the item you select, form masks with different queries will open.
Entries
What is your question/request?
- Meaningful description of the ticket (e.g., “Did not receive confirmation email”)
- If you are unsure, please create separate tickets for topics that cannot be summarized in a meaningful way to ensure efficient processing.
- Example of a ticket that can be summarized: “easyVision button and widget configuration.”
- Example of a ticket that cannot be summarized: “easyVision integration and monitoring setup.”
Domain
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Important for assigning to the project.
Description
Describe the content of the ticket as best as possible. Tickets that are not filled out correctly or cannot be clearly traced cannot be processed directly and result in additional work.
Attachment (optional)
Complete your entry with attachments such as informative screenshots, short videos, documents, or similar.
Further procedure
After creating the ticket, you will not only receive a confirmation email about this attachment, but you will also be informed about every change made.
Important: Even if you have the option to reply directly to the email, we recommend that you respond in the Service Desk. This is the only place where you can interact and attach files, for example. Replying to the email may lead to significant delays.
Ticket processing status
In each ticket status, you have the option of leaving comments relating to the issue.
Backlog
This status includes tickets that have not yet been processed.
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Interaction options (pause ticket, close ticket)
Under review
As the name suggests, the ticket is undergoing a content, technical, or sales review.
Waiting for approval
If you have submitted a ticket that requires your approval, you will be asked for your approval before implementation if the expected effort is high (e.g., > 2 hours).
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Interaction options (approve ticket, pause ticket, close ticket)
Approved
Tickets in this status are scheduled and then implemented.
In progress
Ticket is being processed.
Waiting for customer
We need feedback to continue processing the ticket. Please note that tickets in this status are automatically closed after 7 days if no comment has been made in the meantime.
Waiting for support
A ticket to which you have responded in the “Waiting for customer” status will change to this status. Now we're back on the ball.
Paused
Circumstances have arisen during ticket processing that make it necessary to deal with further processing at a later date. This can be done either by the customer or by SiteCockpit.
Waiting for approval
SiteCockpit releases the ticket for approval. Technical implementations are usually approved in the test environment.
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Interaction options (accept ticket, reject acceptance)
Acceptance rejected
The ticket has not been implemented according to your requirements and will be processed again.
Accept
We hereby receive approval to transfer the implementation to the live system.
Closed
Self-explanatory