Support

how do i raise a support request? the best way to raise a support request is to email support\@formedix com support tickets raised via email are tracked in our enterprise service desk (esd) system once an esd ticket is created you can track the progress of your tickets in the customer portal and filter views add relevant users to your tickets so that they will be kept informed of progress update tickets with more information or reply to comments what should i tell you? the more information you give us, the faster we can replicate or understand your request and respond here are ways to help us help you give us specific information like the url that you’re working on the name of the standard or study a comprehensive description of the issue attach screenshots, such as gif/mp4, odm xml/define xml files showing the issue if you have a request for an enhancement or a future feature, be sure to give us lots of context so we can understand your business need and priority level when a ticket is created, we will automatically reply with an email showing your esd ticket number you will get updates from us as its status moves through the steps, for example waiting for support > investigating > in progress then either resolve pending > closed for information and answers –or– evaluating change > scheduled for release > released for software why raise a ticket? often, if you ask us something during a call or video conference, we'll create an esd ticket on your behalf there are three major benefits esd tickets serve as a voting mechanism if we see that one idea or bug has been reported by other clients, we can escalate their priority level esd tickets are the best way to get the most accurate information from multiple teams esd tickets are easily forwarded for joint research by customer success, support, product, and engineering teams esd tickets prevent your requests from being lost with hundreds of client companies and thousands of users, it is the best way for us to keep track of issues and requests