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Support

In the Support tab, you can view your open and closed tickets, or create a new ticket about an issue or query that you have for the BotGuard team.

Open Tickets

To view previously created tickets that are in the open status:

  1. Ensure that you are logged into your Botguard account.
  2. From the main navigation menu bar, click Support. ../../img/ui-support-1.png
  3. From the secondary menu, click Open Tickets.
  4. From the list of tickets displayed on the page, find the ticket which you want to view.
  5. View the chat history for your ticket. Each message has a date/time stamp so that you can follow the logical order.
  6. In the YOUR MESSAGE text field, type a new message to add to your ticket.
  7. You can also select CLOSE to close the ticket if you no longer require assistance.

Create a New Ticket

To create a new ticket for the attention of the BotGuard team:

  1. Ensure that you are logged into your Botguard account.
  2. From the main navigation menu bar, click Support. ../../img/ui-support-2.png
  3. From the secondary menu, click Create a New Ticket.
  4. From the dropdown field WHERE SHOULD WE SEND YOUR REQUEST, select one of the following values:
    • Technical Department
    • Billing and Accounting
    • To the Partner Manager
    • To the CEO's desk!
    • I do not know
  5. From the dropdown field WHICH OF YOUR WEBSITES IS THIS REQUEST RELATED TO?, select one of the website assets that you have already added to your account.
  6. In the SUBJECT field, type a brief heading that describes your request or issue.
  7. In the DETAILED DESCRIPTION OF THE PROBLEM, describe in detail the nature of your request or issue.
  8. Click SUBMIT to submit your ticket.

Closed Tickets

To view your tickets that have been moved to closed status:

  1. Ensure that you are logged into your Botguard account.
  2. From the main navigation menu bar, click Support. ../../img/ui-support-3.png
  3. From the secondary menu, click Closed Tickets.
  4. From the list of closed tickets displayed on the page, find the ticket which you want to view. Note that you cannot submit a new message or update for messages in a closed status.