To speed up ticket resolution and improve the customer service experience, we follow the guidelines below. Failure to comply may result in delays or rejection of the ticket.
How to open a ticket correctly
1. Mandatory information:
- Clear title (objective summary of the problem).
- Detailed description, including:
- What is occurring?
- What actions were taken before the error?
- Description of any recent changes made to the project.
- When did the problem start?
2. Enabling access to the project
For support analysis, ensure that the BIMachine attendant has access to the project:
Step by step:
1. Go to “Manage Environment” > “Settings”:
Attention: If you don’t see the option, ask the project administrator to grant access to Support.
2. Enable permission for support:
Calls related to objects (dashboards, analytics, KPIs, maps)
In addition to the basic information, include:
- Object name
- Access link (where applicable)
How to copy the link:
- Access the object’s top menu;
- Click on “Share” > “Copy link”:
For structures/data sources without a link, enter:
- Structure name
- Name of the project where it is located.
- Visual evidence (recommended). Screenshots, GIFs or videos help to understand the problem.
Tip: Send screenshots of the entire screen, not just the isolated object.
Suggested tools:
Deadlines and closure
Calls without user interaction for 72 hours will be automatically closed.
Note: Following these guidelines ensures faster and more efficient service.