A ticket in Fracttal One is a formal request for assistance or issue resolution 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?
1. Access the link Fracttal One Help Center.
2. Log in or create an account if you don’t have one yet.
3. Once logged in, click on the "Fracttal Support" option.
4. Then, fill in the required fields, including country, subject, description, and the option to attach files that help explain the issue, as shown in the image.
Subject: A brief description of the problem or request.
Description: Details of the problem or request. It is recommended to include the affected module, any specific errors, and a detailed description to facilitate resolution by the support team.
Attach file: Here you can add images representing 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:
Assignment: The ticket is assigned to a support agent or responsible team.
Classification: At this stage, the agent analyzes the reported case to determine its severity and assess the potential impact. This evaluation is crucial to properly prioritize actions and efficiently allocate necessary resources.
Investigation and resolution: The agent investigates the problem and works on its resolution, which may require additional communication with the customer.
Status update: Regular updates are provided about the ticket’s progress and any proposed solution.
Closure: Once resolved and confirmed with the customer, it is marked as closed.
Follow-up: In recurring cases, measures are implemented to prevent similar problems in the future.
How will I be contacted?
We will communicate with you via email to ensure you stay informed and to request additional information if necessary.
How can I check the status of my ticket?
1. Access the link Fracttal One Help Center.
2. Log in or create an account if you don’t have one yet.
3. Once logged in, click on the "My Tickets" option.
Here you will find all your support requests along with their different statuses:
Ticket status:
Open: The ticket has been successfully created and is waiting to be attended to by our team.
In progress: The ticket is being analyzed by our agents and is underway toward resolution.
Analysis: Our team is conducting internal tests to identify the best resolution strategy, evaluating appropriate tools and processes to address the situation.
Waiting for your response: We have sent an inquiry by email and are waiting for your reply to proceed with resolving the ticket.
Ticket in final review: Our team is performing final tests to ensure the issue is fully corrected before closing the ticket.
Resolved: The ticket has been successfully closed after completing all necessary actions to resolve the reported issue.