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Friday, January 11, 2019, 13:15

PerfectMail Support Requests

Category: General

Solution ID: 00000237

Summary:

How to create PerfectMail support requests to get help

Answer:

A friendly reminder..

All support requests need to be via our online helpdesk portal at: https://helpdesk.perfectmail.com . We provide support for your mail administrator. We do not provide end-user support. Each organization will have a single authorized support contact, who will make support requests through our helpdesk portal.

Creating support tickets helps everyone by ensuring an issue is clearly stated and providing continuity for support staff if the ticket is transferred to another support person. The information contained in support tickets is used as a source for creating Knowledge Base Articles available on our website: http://www.perfectmail.com

Contacting individual staff for support issues is discouraged. ​Staff members may be unavailable to assist you for various reasons. When you create a support ticket notification is sent to all available support staff, giving you a more timely and effective support response.

Before creating a support ticket, search our website to see if we have an available Knowledge Base Article on your issue: http://perfectmail.com/learn

To register an account to receive support:

  1. Visit our helpdesk portal at: https://helpdesk.perfectmail.com
  2. Click the "Register" button to create a new account, filling in your contact information.
  3. A validation message will be sent to the email address you registerd with. Using your mail client, click the validation link contained in that email.

To create a support ticket:

  1. Visit our helpdesk portal at: https://helpdesk.perfectmail.com
  2. Login to the helpdesk portal using the email address and password you used during registration.
  3. Update "My Profile" with your Company/Organization (Important!) and additional contact information, then click "Update".
  4. The helpdesk portal allows you to search a subset of our Knowledge Base. However, our website http://perfectmail.com is a better source for this information. The menu bar provides links to access the Knowledge Base, Submit a Ticket and View Tickets.
  5. Click "Submit a Ticket" to create a support ticket. Fill in the Subject and Description and attach any files. Click "Submit" at the bottom of the page when ready.
  6. You will receive email notification when changes are made to your support ticket.

Make sure the Subject is informative. Subjects like "bug" are not convey much information. Similarly, the description should contain as many details as possible. Describe in as much detail as possible what you were doing at the time of receiving the errors, what might have been happening with your infrastructure and what steps you have taken to resolve the issue. Feel free to include screen shots of errors or log entries. Details help the support team to understand what to look for when replicating the issue.

Support tickets are also the best place to ask usage questions. This lets us convert your question into a Knowledge Base Article so we can provide the great support for the entire PerfectMail community.


Tags: support, knowledgebase, ticket, request, help, assistance

See Also:

Link to this article: http://perfectmail.com/kb/perfectmail_support_requests

Updated: Friday, January 11, 2019, 13:15

-- David Rutherford

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Last modified: 2019-01-11, 13:52

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