How to Submit a Support Ticket

Modified on Thu, 29 Aug at 3:24 PM

Enhanced Support: Transition to Portal

We are dedicated to continuously improving your Quick3 experience. Starting November 1st, our support ticket entry form (the Portal) will be the primary way to submit cases. Many customers are already using this convenient solution.

Note! Just so you know, email submissions will no longer be available after this date.

We handle a variety of requests from many customers, so making the process smoother is crucial. Using the portal to submit cases will automatically organize them by topic and issue, which helps us manage and address them more efficiently. This new system will make things more organized for us and provide a better experience for you.

Access the New Portal in Quick3

You can easily access the ticket entry form directly from Quick3, making it simple to submit a case. Plus, it shows helpful articles from our documentation right away, so you can get immediate assistance (see the two choices in image below).

Last release note

From Help-icon in the top header you have directly access to Quick3 Release Notes, so you can easily keep updated on latest news and changes that has been released in the last version.

From Portal you can click back to the view for Version log to find all previous articles.

Why This Change is Important to Us

By using our new ticket submission process, you help us keep a clear overview of all requests, which allows us to assist you more efficiently and professionally. This change is aimed at improving ticket management as our customer base grows, benefiting both you and us.

Previously, tasks sent to personal email addresses with copies to multiple consultants created extra work and longer response times. With the user Portal, your ticket is handled by the consultant best suited to address your issue, streamlining the process and speeding up our response time.

Note! Starting November 1st, email support to support@quick.no will no longer be available. Please submit all support requests through the ticket entry form on the User Portal. If you’ve sent a support request by email after this date, please use the "Contact us" form on the portal to resubmit your case so we can process it correctly.

Benefits of the User Portal

You can easily access the ticket entry form directly from Quick3 by selecting the "Contact Us" option. Remember, fields marked with * are mandatory. The form is pre-filled with information about your company and your email address, making it easy to create a ticket. As you enter text in the Subject field, the form will automatically search for Related Articles in the User Manual. Be sure to check these articles — you might find the answer you need right there (see the image below).

Form Fields: How to Complete and Submit

Country: Select your country to help us group support tickets from different countries.
Subject: Choose the subject that best matches your issue. This helps direct your ticket to the consultant with the right expertise, so be sure to select the most appropriate one.
Description: Provide a detailed description of your issue. Include relevant information like Customer number, Order number, Product number, Supplier number, Serial number, or other details. The more detailed your description, the easier it will be for us to quickly understand and resolve your case without needing to contact you.
Screenshots: Adding screenshots can help clarify your issue. You can paste them directly into the text box or use tools like Snagit to select and annotate them.
Attachments: You can attach files that are relevant to your case.
Submitting the Ticket: Click "Send" to submit your ticket. You will receive a confirmation email with a ticket number, which you can use to track the progress of your case. You can view your ticket under the User Portal - Tickets (see the image below).
Responses and Follow-ups: Please reply to the confirmation email or respond through the User Portal - Tickets for any follow-up communication. Keeping all dialogue related to the ticket in one place helps us manage your case more efficiently.

Important!

To help us manage your support requests efficiently:

Do not change the email address or send tickets directly to consultants. Unfortunately, this often causes us a lot of extra work.
For issues that have already been reported, do not submit a new ticket for an issue that has already been reported. Please refer to the original ticket number rather than submitting a new ticket.
For new issues, make sure to create a separate ticket, do not continue on a previous case to keep everything organized. This makes it difficult for us to manage.

Accessing Your Cases in the User Portal

As a logged-in user, you have direct access to all your submitted cases, including their status and history (see the image below). You can also respond to cases directly through the Portal instead of using email.

For more details on features and how to create a user account, please see the separate article: User portal - Create user.