A ticket in Fracttal One is a formal request for assistance or resolution of issues related to the platform. Submitting a ticket provides a direct communication channel with the Fracttal support team.
How to submit a ticket from the Help Center?
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Access the Fracttal One Help Center link.
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Log in or create an account if you don't have one yet.
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Once logged in, click on the "Submit Ticket" option.
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Then, fill in the required fields, including country, subject, description, and the option to attach files that can help in understanding the issue, as shown in the image.
Subject: Brief description of the issue or request.
Description: Details of the issue or request. It is recommended to include the affected module, any specific errors, and a detailed description to assist the support team in resolving the issue.
Attach File: Here you can add images that represent the problem or error you are experiencing on the platform. The more visual information you provide, the better.
Once the ticket is submitted, it follows an internal process that includes:
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Assignment: The ticket is assigned to a support agent or responsible team.
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Classification: At this stage, the agent reviews the reported case to determine its severity and assess the potential impact. This evaluation is crucial for properly prioritizing actions and efficiently allocating necessary resources.
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Investigation and Resolution: The agent investigates the issue and works on resolving it, which may require further communication with the customer.
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Status Updates: Regular updates on the ticket's progress and any proposed solutions are provided.
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Closure: Once resolved and confirmed with the customer, the ticket is marked as closed.
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Follow-up: In recurring cases, measures are implemented to prevent similar issues in the future.
How will you communicate with me?
We will communicate with you via email to ensure you are informed and to request additional information if needed.
How can I check the status of my ticket?
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Access the Fracttal One Help Center link.
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Log in or create an account if you don’t have one yet.
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Once logged in, click on the "My Tickets" option.
Here you will find all your requests to the support area, along with their respective statuses:
Ticket Statuses:
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Open: The ticket has been successfully created and is awaiting attention from our team.
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In Progress: The ticket is being reviewed by our agents and is being worked on for resolution.
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Under Analysis: Our team is conducting internal tests to identify the best resolution strategy, evaluating the appropriate tools and processes to address the situation.
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Waiting for Your Response: We have sent an inquiry via email and are awaiting your response to proceed with resolving the ticket.
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Final Review: Our team is conducting final tests to ensure the situation is fully corrected before closing the ticket.
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Resolved: The ticket has been successfully closed after all necessary actions were completed to resolve the reported issue.