Create new Ticket for Viindoo Support Team

This article guides you on creating a ticket (support request) for our support team when using Viindoo’s software and services.

Tip

Please refer to the right-hand table of contents to find the guide on creating a ticket that suits your needs.

Creating a ticket on the website

Step 1: Access the link https://viindoo.com/ticket or click on the ⊛Helpdesk at the top of this document and select Create Ticket Now!

Create a new ticket on viindoo website

Tip

If you already have an account on the Viindoo website, it is recommended to Login before creating a Ticket. Your account contains detailed information about orders, invoices, payments, which will assist us in providing quicker support.

Step 2: Provide Ticket Information

provide ticket information

In this step, you need to enter the following information:

  • Your information

    • Your Name

    • Your Email

    Note

    If you are already logged in, this information will not appear.

  • Ticket Description

    • Title: Title for ticket (keep it concise in one sentence).

    • Ticket Type: Includes the following options:

      • Issue

      • Change Request

Create ticket for Issue

This is the type of support request used in case of any issues or occurrences during the use of Viindoo’s software or services.

When selecting the Issue ticket type, please provide the following details:

Create ticket for Issue

  • Company Name: The full name of your company.

  • Issue details: Description of the current situation or issue you are encountering.

  • Expectation: Describe your wishes related to the issue.

  • Notes: Additional information (such as links to images/video recordings of the software interface, or any other supplementary details that may aid in resolving the issue).

Afterward, click on Submit and check your email to validate and track the ticket processing status.

ticket was created successfully

Create ticket for Change Request

A change request is a formal proposal to change a product, function, or system. In implementation and development projects, change requests often arise when you want to add or change agreed products for the project.

When selecting the ticket type as Change Request, please provide complete information:

Create ticket for Change Request

  • Company Name: The full name of your company.

  • Description of Before Change: Description of the status, characteristics, or attributes of the product, function, or system before the change.

  • Description of After Change: Description of the new status, characteristics, or attributes of the product, function, or system after the change.

  • Change Reason: Explain the reason for implementing the change.

  • Notes: Additional information (such as links to images/video recordings of the software interface, or any other supplementary details that may aid in resolving the issue).

Afterward, click Submit.

Track the processing Status of Ticket

After submitting your ticket, the system will send you an email for confirmation.

email confirm ticket was created successfully

To check and track the processing status, click on View Ticket.

check and track the ticket processing status

At this interface, you can view:

  • Team: The support team handling your ticket;

  • Ticket type: The ticket type you initially selected when creating the ticket;

  • Create date: The time the ticket was created;

  • Description: The initial description content;

  • Status: The current status of the ticket

    • New: Your ticket has been recorded;

    • Assigned: Your ticket has been assigned to the responsible person for processing;

    • In-progress: The ticket is currently being processed;

    • Done: Ticket has been resolved;

    • Canceled: This ticket has been canceled.

    Note

    The system will send you an email notification whenever this status is changed.

  • Partner: If logged in, your information will appear here.

  • Message and Communication history: Area for exchanging information between you and Viindoo’s support team. Here, you can attach images, videos to clarify the issue, express support requirements, and receive feedback from Viindoo.

In addition to creating individual tickets for the Viindoo Support Team, you can also post your questions on `Viindoo Forum <https://viindoo.com/forum/help-12>`_ to receive assistance from the Viindoo user community. Because, who knows, your issue might have been addressed by others before.