You have purchased a ColorGATE software, work successfully with it, but now have a question or need support? We will not leave you on your own, and it is important to us that you receive fast and well-founded help in case of support!
As the preferred means of communication for support requests, we recommend the ColorGATE web ticket system: a web ticket is opened directly by the customer and is then processed by our Professional Service.
Please note that you need an active Value Pack to be able to use the web ticket system.
Why should you use the web ticket system? We have summarized the six most important advantages for you here:
- Supported by specialists. When you create a ticket, it is immediately assigned to the appropriate specialist for your request. This ensures that your request is resolved in the best possible way.
- Every technician has access to the web ticket system. This means that another supporter can take over at any time if the initial one is currently unavailable. Thus, your support case is processed quickly.
- Communication is stored. Each ticket has its own log where all sent information and files are stored. This way all information is always in one place and everyone can read the support history.
- Tickets won't be deleted. Even if a ticket has been closed, you can always read the corresponding solution suggestion, e.g., if the issue is recurring or similar.
- Easy administration. Want to check your ticket status? No problem: You can see the current status at a glance.
- Unrestricted access. You can log into the web ticket system from anywhere. The only requirement is a browser with an Internet connection.
HOW TO CREATE A WEB TICKET
Creating a web ticket is very easy: Visit our support site and click on "Web Support". Log in to your user account and click on "Create ticket".
Alternatively, you can access the web ticket system directly from Productionserver. To do this, go to "Help" > "Support" > "Websupport Tickets...".
After clicking on "Create ticket", you will be prompted to fill out the following form:
After clicking on "Create ticket", you will be prompted to fill out the following form:
Please take the time to explain your issue in as much detail as possible. The more we know, the faster we are able to find a solution:
- Insert your license number.
- Add a short but precise summary and a clear description of the issue.
- You may also include screenshots of error messages and software aberrations, or artwork files you have experienced problems with (upload limited to 50 MB file size). The files can conveniently be uploaded via the "File attachments" option.
- If colleagues or affiliates need to know about the problem, simply add their email details at the bottom of the form.
Many users ask us basic questions, such as "Where can I find the appropriate MIM for my printer?". Of course, you are invited to ask such questions in the web ticket system and we do not need detailed information in these cases.
However, if your web ticket is a report of potential errors (bugs) in our software, we need as much information as possible. If you have a problem that you can reproduce, we also need a support info file (available from version 8.10). The support info file contains all the necessary data, such as the printer definition, job data, settings, profiles, etc., that will allow us to reproduce the issue. The easiest way is to generate the support info file automatically and upload it to our FTP server: To do this, select the corresponding job (where the issue occurred), click on "Help" > "Support" > "Create Support Info File..." in Productionserver and follow the instructions. Detailed information can be found in our separate blog article "Create Support Info File (SIF)".
Once you have completed the form, click "Send" to create your ticket.
Once you have completed the form, click "Send" to create your ticket.
ALL INFORMATION AT A GLANCE
One of the big advantages of creating web tickets is the comfortable way to manage them. You can easily check and manage the tickets you have created and the ticket status is clear at a glance.
You will immediately see all your tickets with following information:
- Ticket number
- License number
- Date it was created
- Date of the last modification
- Summary
- Ticket status
- Ticket record (after clicking on a ticket)
We hope we were able to give you a good overview of our web ticket system. If you have any further questions, please do not hesitate to contact us.