Concepts - How to Lodge A Support Ticket

Fitech offers various support options. it is possible to lodge Support Tickets from two places:

Fitech's dedicated support system at http://support.fitechv5.com/ or,
Straight from Fitech using the 'bug' icon on the icon tool bar - refer figure 1.

So what's the difference?
The main difference is that you can lodge a ticket without having to login into the dedicated support system if you elect to use the ticket form from within Fitech itself. This is shown below. This saves time but is a little more basic than the 'full blown' support system. You can also use this form if you do not have an account in the Support System. Your company administrator has an account in the Fitech Support System and can create any number of additional support accounts for staff in her or his organisation.
However you lodge a ticket, all tickets end up being recorded in the Fitech Support System. If you do have an account, the tickets will be logged against your administrator.
Once the ticket has been submitted, you will be notified (or your administrator) of the ticket's progress or outcome. The advantages of logging a ticket are detailed below:

All tickets that are recorded will be resolved one way or another.
You can view the ticket's progress, allocate events or new information to the ticket
upload additonal files against the ticket
You have a record of all support provided to you by the Fitech Support Team, how quickly tickets were resolved and so on.
This also provides invaluable data to Fitech who can identify potential problem areas in the software, since they have a global view of all tickets raised.

Once you have decided to raise a ticket. You should complete the ticket to the best of your ability and provide as much information as possible which will allow the support technician to reproduce the problem for themselves. In the main the required information required to resolve most tickets is detailed below:

Who you are,
What subject you are working with; provide their name and ClientID (this is shown in the left panel)
What Module you are using
Any steps required to reproduce the problem in order
A screen capture to be uploaded if possible, especially if you think the steps may not be obvious.
The urgency of the ticket.

Fitech Support will respond within 1 working day to your ticket. If the ticket is extremely urgent you should call the support team on either the UK Support number or the Australian Support number - these are promulgated on the support site and within Fitech itself.
Before lodging a support ticket, there are some useful pointers described here, which may help you resolve the problem immediately.

Regards

Fitech Support.

figure 1 - Integrated Support Ticket Form within Fitech