Introduction

Our support team works diligently to make sure that your experience with Quick3 is as enjoyable as possible. For the team to be able to process cases efficiently we use a ticket system through our Customer Service Portal as our primary communications channel for support inquiries.

We handle a number of cases from a large number of customers, and therefore it's important that this process is as efficient as possible. Inquiries made through the portal are systemically sorted by category and issue, which makes it faster to assign an agent with the proper competency to the ticket, which again will benefit your experience as a customer.

Reach Support through Quick3

You don't need to open your web browser and navigate to the Customer Service Portal every time you wish to contact our Support team. The portal is available from several places directly within Quick3 itself.

Through the user menu

In the upper right corner of Quick3 you will find your user menu. Here you can open the Customer Service Portal either through the Help button and the "Contact us" option, or by clicking your user icon, then selecting Help and Contact us.

Through the quick launch menu

You will also find a shortcut to create new support ticket submissions at the very lower part of the quick launch menu:

Submitting a ticket

One of the advantages of submitting tickets through the portal is that the form has hidden supplementary data that our Support team can use to diagnose and process your tickets faster, and reduces the need for you to fill in certain details we would otherwise need to help you.

Let's take a closer look at the ticket form and how it should be filled out:

1. To begin, click the "Submit a ticket" button in the user menu in the top right.
   
   
2. Your e-mail should automatically appear if you're logged in to your user account. If not, enter your e-mail here.
   
   
3. Enter a subject for your ticket. As you're typing in this field, there is a corresponding search being done in the background for relevant articles in the user manual, and will appear instantly to the right of your form. Feel free to check out the suggested articles, as your question may well be answered already in our documentation.
   
   
4. Select your country so that we can group and assign tickets to your local support team.
   
   
5. Choose the category that best matches your issue. This helps us get your ticket to the right agents faster, so please be mindful when considering your choice.
   
   
6. Enter a detailed description of your issue:
   
   
   • Please provide examples of any customer numbers, order numbers, item numbers, suppliers, entities, or other relevant information. The more detailed your description, the easier it is for us to understand your issue and process your ticket without the need for follow-up questions.
     
     
   • Feel free to use screenshots that can help reinforce your description. This will almost always be beneficial for agents to provide additional clarity and avoid misunderstandings. Screenshots can be copied and pasted directly into the editor. If you use the Windows Snipping Tool (⌨️Win+Shift+S) you can screenshot specific regions of your screen and add annotations if needed.
     
     
7. You can also provide attachments that are relevant for your ticket..
   
   

Finally, click Send to submit your ticket. You will receive a confirmation email with a case number so you can easily monitor your ticket's progress. You can see all your submitted tickets in the portal by clicking Tickets in the user menu at the top right.

Responses to your ticket will also result in email notifications, and you can choose whether to respond by email or through the portalt. We recommend keeping all correspondence within the portal in order to keep things neat and tidy for both parties, and for maximum handling efficiency of your tickets.

Efficient ticket management

Here's a few guidelines you can use to help us manage your submissions efficiently:

• Do not submit inquiries directly to specific agents by email.
  Your favorite agent may not be the right one to handle your issue. Please submit all issues through the ticket form.
  
  
• Do not submit new inquiries about tickets or issues that are already submitted.
  Please search for the ticket that was already submitted about the issue and reopen it.
  
  
• Please submit new inquiries for new issues.
  Do not use existing tickets to raise new or unrelated issues. This will quickly make things confusing for both parties, and will result in generally longer response times as agents may have to be switched.

Inquiries by phone

You can also reach our Norwegian Support team through our central phone line +4761159000 during the following hours:

• Monday: 08:30 - 16:00
• Tuesday: 09:00 - 16:00
• Wednesday: 08:30 - 16:00
• Thursday: 08:30 - 16:00
• Friday: 08:30 - 16:00
• Weekends: Closed

Useful links

• Customer Service Portal