User manual for the Webfactory "E-Ticket" support system

If you have a problem with your website, your email address, or anything else with regard to the technical part of our hosting services, you should fill in a support ticket.

Our support team will receive your ticket and its top priority will be to resolve your problem. After it's resolved the support team will let you know by sending back an email.

In this brief manual we will explain step by step how to fill in your ticket with the help of some screen shots from the system.

Step 1:

Type in http://support.webfactory.bg/ into the search bar of your web browser and the support screen will appear

In the welcome text we explain you what this form is for and what to do if you want to check an existing ticket. Below this welcoming text you see the empty spaces that need to be filled in. You will start with your name, it is sufficient to fill in your first name only. The email address is the most important part in this form. You will need to fill in your email address twice. This is because the e-mail address is registered in our database. Confirming this email address makes sure you didn't fill in a wrong email address. The next part is to fill in a subject. In this space you should explain your problem in a couple words. In the message area you explain your problem more specified and after this you select the priority of your request. Now you click the "Open Ticket" button to send your request form.

Step 2:

This step is very simple. After you click on the: "Open Ticket" button, then this page will appear on your screen.

Now you open your new ticket by pressing "View open tickets"

Step 3:

This page will appear on your screen after clicking "View open tickets".

It shows your email address and ticket ID. Now you click the "View Status" button to continue.

Step 4:

The final screen will appear.

This is what we call "The Webfactory chat-system". This is because it works exactly the same as a normal chat system. When you type something into the empty space below and press "Reply to Message", it will appear above and this way you and our support team can chat with each other. The support team will let you know when they are finished, by sending you a message on this screen. You don't have to wait all do off course. By email our system will let you know if the support team entered something into the chat screen, like to let you know that the problem is solved. We hope that after reading this manual you will be able to use our Ticket Support System effortlessly. Don't feel ashamed to ask any questions about this manual if there is still something unclear to you. You can send it to support@webfactory.bg