Create and Update a Support Ticket

Customers with a valid support or SaaS agreement have access to create a Support Ticket.

Create a Support Ticket

Log in to help.zylab.com
In the upper right corner, click on My Support to expand the menu
Hit Submit a request, this will open the Ticket Window
Select the Organization you wish to log a case for. Should your company hold support agreements for different installations (e.g. Production Environment, Test Environment) or in case you support multiple end users, you will have all linked organizations available to select from. The organization name starts with the Installation ID.

In the description field, ensure to write a complete summary of the query and add steps to reproduce where applicable.
Select the appropriate priority:

Low:	Low priority defects and generic user questions.
Normal:	Minor defects or defects where a work-around is available.
High:	A problem in a crucial part of the software functionality that has a major impact on a production environment or implementation activities.
Critical:	A complete block of the production environment due to a software problem which prevents all users from using the system. No acceptable workaround is available.

Update ticket via My activities

Log in to help.zylab.com
In the upper right corner, click on My Support to expand the menu
Hit My Activities
By default, Tickets are displayed by Any status. You can change this to Open, Awaiting your reply or Solved by selecting this from the Status menu.
The overview of Tickets shows Subject, ID, Create date, Last activity date and Status.
Find the Support Ticket by Ticket ID, subject or any search phrase. Alternatively, from the ticket overview, click on the Subject Link, your Ticket will open.
You can add information to the Support Ticket by clicking in the Add to conversation box.
In the right panel, you will find all relevant ticket information.
A text box will appear where you can add information.
Upon submitting your additional information, an update will be triggered for ZyLAB Support staff.

IMPORTANT NOTICE:

Never upload confidential, privileged and/or personally identifiable information into the support system.