In order to standardize the opening of tickets and improve the service experience, we have established some guidelines to ensure a more agile and effective ticket resolution process. Failure to comply with these guidelines may result in your ticket being rejected or delayed.
How to open a ticket correctly
A ticket must contain:
- An objective title that summarizes the problem faced.
- A detailed description, answering:
- What is happening?
- What actions were taken until the error occurred?
- Have there been any recent changes?
- When did the incident start?
Enabling access to the project
In order for Support to be able to analyze the problem, it is essential to ensure that the BIMachine Support Team has access to the project.
Step by step:
1. Go to “Manage Environment” > “Settings”:
Warning: If the option is not visible, you do not have an administrator profile. Ask your project administrator to grant you access to Support.
2. Enable access to support:
Problems with objects (dashboards, analytics, KPIs, maps)
If the call involves a platform object, please provide information:
- Object name
- Access link (if applicable)
- Folder where it is located (if it is not possible to generate a link)
To copy the link:
- Access the object’s top menu;
- Click on “Share” > “Copy link”:
If the object does not allow link generation (as in the case of structures/data sources), enter:
- Structure name
- Name of the project where it is located
Screenshots and videos
Forwarding screenshots, GIFs or videos is highly recommended, as it allows us to better understand the reported scenario.
Suggested tools:
Response deadlines
If the customer does not respond to Support inquiries within 72 working hours, the ticket will be closed due to idleness.