Introduction

Hello all,

In this article I'll explain how to create and submit your first ticket. As you will see, the process is very simple and intuitive, requiring only few steps.

1 Login

In order to consult and submit tickets to our support system, you need first to login. Follow the instructions below:

• Visit https://support.esss.co
• Enter your email and password and then click on “Sign in”
•  In case of login difficulties, please visit https://support.esss.co/hc/en-us/articles/205251435-First-Access-to-the-ESSS-Customer-Portal

2 Support Home Page

The homepage is composed by different sections:

2.1 My activities

Redirect the user to the My activities page, which contains the history of user's requests.

2.2 Submit a request

Redirect you to the Submit a request page, where you can fill the form to properly open a request.

2.3 User name

Contains your personal name. Check the data and, in case of mistakes, please contact your ESSS account manager.

2.4 Technical Content

Contains a list of banners with links to redirect you to the contents of a specific software.

2.5 Library

A banner that redirects you to ESSS' Library, which contains technical materials, webinars and additional information regarding the softwares.

2.6 Promoted articles

Contains the topics pinned in the Homepage by the system administrator.

3 Submit a Request

Click on the “Submit a Request” link to see the request submission form. 

3.1 CC

This field is not obligatory but you can use it to add email account to be sent a copy of the request.

3.2 Subject

Here you should enter a subject for your question. After you left this control, e.g. by hitting the Tab key, a list of related topics will appear. Maybe the solution you are looking can be found in this list of topics.

3.3 Description  

Please inform, as clearly as possible, the issue you’re facing. You can reference documents in the help system, or on the internet, or even attach (see 3.8) files, such as images or log files, to help you better describe your problem. Remember, as clearer your issue description, the faster the support agent will answer your question.

3.4 Product

Select the list the product name. E.g: If you have a problem with Fluent, select CFD->Fluent

3.5 Problem Category

Please chose the more suitable category for your problem. 

3.6 Version

Inform the version number from the software you’re using.

3.7 Operational System

Inform the Operational System you’re using. 

3.8 Attachments

Please notice that the maximum size allowed for attachment is 7 MB. Larger files should be submitted via our FTP. See details in this topic: https://support.esss.co/hc/en-us/articles/205251455-Utilizando-o-FTP-ESSS

4 My Activities - check your existing requests

Click on the "My activities" link to see a list of your requests, if any. You can verify their main informations.

4.1 Request Id

The list containing the requests' Id for easy research.

4.2 Request Subject

The list containing the requests' subject.

4.3 Request Info

The list of useful information regarding the requests: Date of creation, time of last activity and current status.