Support and feedback - FORMCYCLE Wiki

author	version	line-number	content
1	{{content/}}
2
3	You can submit support requests or feedback to the support team in the backend. Instead of writing an email directly, this is done via a special user interface in the backend. The email address to which such requests are sent can be edited in the [[system>>doc:Formcycle.SystemSettings.UserInterface.EmailServer]] and [[client email server settings>>doc:Formcycle.UserInterface.Client.Settings]]. This makes it easier for users and also protects the email address as it is never shown to users directly.
4
5	== Feedback ==
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7	{{figure image="feedback_en.png" width="700"}}
8	The feedback button {{ficon name="comment-text-outline"/}} to the bottom left lets you submit comments, criticism or suggestions for improvement.
9	{{/figure}}
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11	Feedback refers to a short message regarding {{formcycle/}}. By default, this message is sent to the appropriate department of the software distributor. If necessary, the email address for feedback messages can be changed in the [[application properties>>doc:Formcycle.SystemSettings.ConfigFiles.ApplicationProperties]]. You can submit comments, criticism or suggestions for improvement. There is no guarantee that you will receive an answer, but we are always happy to hear from you! Only two fields are required for feedback messages:
12
13	; Your email address
14	: An email address the support may use to ask for clarification
15	; Feedback
16	: The actual text of the feedback message.
17
18	== Ticket ==
19
20	{{figure image="support_request_en.png" width="700"}}
21	The ticket button {{ficon name="comment-user-outline"/}} to the bottom lets lets you quickly send an inquiry for support regarding {{formcycle/}} or the {{designer/}}.
22	{{/figure}}
23
24	{{figure image="support_request_logs_forms_en.png" width="500"}}
25	Optionally you can attach form exports or log files as well. This makes it easier for the support team to help you quickly and accurately.
26	{{/figure}}
27
28	{{figure image="support_request_preview_en.png" width="500"}}
29	Before submitting a ticket, you can review that data that would be sent.
30	{{/figure}}
31
32	A ticket refers to an official inquiry of support for the the software product. By default, tickets are sent to the support department of the software distributor. This may require a subscription or incur charges. The email address of the recipient for support requests may be changed in the [[system>>doc:Formcycle.SystemSettings.UserInterface.EmailServer]] and [[client email settings>>doc:Formcycle.UserInterface.Client.Settings]].
33
34	To create a ticket or support request, click on the button {{ficon name="comment-user-outline"/}} to the bottom left. The following data is required:
35
36	; Your email address
37	: The email address the support team may reply to.
38	; Subject
39	: A short, accurate summary of the support request. This text will be shown in the subject line of the sent email.
40	; Support request
41	: The body of the ticket or support request. This should contain all details required to answer it.
42	; Agreement
43	: The ticket cannot be submitted unless this agreement is accepted.
44
45	To allow the support team to help you more quickly and accurately with your issue, you can also submit the following data:
46
47	; Send forms
48	: Choose one or more forms to send. The selected forms are [[exported>>doc:Formcycle.UserInterface.MyForms.Export.WebHome]] an attached to the the support email. Please make sure that you do not choose any forms with large [[files>>doc:.MyForms.Files]].
49	; Send log files
50	: Choose one or more log files to send. Any log file as configured in the [[logging settings>>doc:Formcycle.SystemSettings.UserInterface.Logging]] is available here. Log files help the support team to track any errors that may have occured. There are helpful especially when you did encounter an error with the system. To reduce the amount of data that is sent, you can select a time range for the log files.
51
52	If you would like to review the data that will be sent with the support request email, click on the //preview// button to the bottom right. Finally, to submit the support request, click on the //submit// button.

You can submit support requests or feedback to the support team in the backend. Instead of writing an email directly, this is done via a special user interface in the backend. The email address to which such requests are sent can be edited in the [[system>>doc:Formcycle.SystemSettings.UserInterface.EmailServer]] and [[client email server settings>>doc:Formcycle.UserInterface.Client.Settings]]. This makes it easier for users and also protects the email address as it is never shown to users directly.

4

== Feedback ==

The feedback button {{ficon name="comment-text-outline"/}} to the bottom left lets you submit comments, criticism or suggestions for improvement.

9

10

11

Feedback refers to a short message regarding {{formcycle/}}. By default, this message is sent to the appropriate department of the software distributor. If necessary, the email address for feedback messages can be changed in the [[application properties>>doc:Formcycle.SystemSettings.ConfigFiles.ApplicationProperties]]. You can submit comments, criticism or suggestions for improvement. There is no guarantee that you will receive an answer, but we are always happy to hear from you! Only two fields are required for feedback messages:

12

13

; Your email address

14

: An email address the support may use to ask for clarification

15

; Feedback

16

: The actual text of the feedback message.

== Ticket ==

The ticket button {{ficon name="comment-user-outline"/}} to the bottom lets lets you quickly send an inquiry for support regarding {{formcycle/}} or the {{designer/}}.

Optionally you can attach form exports or log files as well. This makes it easier for the support team to help you quickly and accurately.

Before submitting a ticket, you can review that data that would be sent.

30

31

32

A ticket refers to an official inquiry of support for the the software product. By default, tickets are sent to the support department of the software distributor. This may require a subscription or incur charges. The email address of the recipient for support requests may be changed in the [[system>>doc:Formcycle.SystemSettings.UserInterface.EmailServer]] and [[client email settings>>doc:Formcycle.UserInterface.Client.Settings]].

33

34

To create a ticket or support request, click on the button {{ficon name="comment-user-outline"/}} to the bottom left. The following data is required:

35

36

; Your email address

37

: The email address the support team may reply to.

38

; Subject

39

: A short, accurate summary of the support request. This text will be shown in the subject line of the sent email.

40

; Support request

41

: The body of the ticket or support request. This should contain all details required to answer it.

42

; Agreement

43

: The ticket cannot be submitted unless this agreement is accepted.

44

45

To allow the support team to help you more quickly and accurately with your issue, you can also submit the following data:

46

47

; Send forms

48

: Choose one or more forms to send. The selected forms are [[exported>>doc:Formcycle.UserInterface.MyForms.Export.WebHome]] an attached to the the support email. Please make sure that you do not choose any forms with large [[files>>doc:.MyForms.Files]].

49

; Send log files

50

: Choose one or more log files to send. Any log file as configured in the [[logging settings>>doc:Formcycle.SystemSettings.UserInterface.Logging]] is available here. Log files help the support team to track any errors that may have occured. There are helpful especially when you did encounter an error with the system. To reduce the amount of data that is sent, you can select a time range for the log files.

51

52

If you would like to review the data that will be sent with the support request email, click on the //preview// button to the bottom right. Finally, to submit the support request, click on the //submit// button.

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