How to submit a new case in the help-desk portal

Modified on Thu, 04 Nov 2021 at 11:09 AM

Before submitting a new help-desk case, it is necessary to log-in to your user account on the Acustica Audio web-site with the correct user-name with the syntax "example@example.com" (without quotes) and your current password. Then in the help-desk portal select 'new support ticket'.

Keep in mind most users query has already been answered and you can browse them easily using help-desk solutions search engine.

By 2020 the case fields in the help-desk form are dynamic, and the information required may vary depending on the query type.

Fill all ticket fields correctly is highly recommended to make help-desk agents able to manage efficient your query.

Below you will able to see a ticket proprieties example, on the left side you will see a ticket proprieties filled in incorrectly, and on the right, you will see proprieties filled correctly.

A - Ticket and case subject.

The ticket subject is very important and will allow help-desk agents to know exactly the type of query.

B - Aquarius user-name.

Website and Aquarius user-name (with mandatory syntax "example@example.com") it is also a very important field and will allow help-desk agents to find your account, products, and authorizations.

C - Product.

Product is an important field and will allow help-desk agents to manage efficient your query. If your query is no products related, select 'Web-site'.

D - Product type.

Product is an important field and will allow help-desk agents to manage efficient your query.

E - Order number, discount coupon code, and DAW/NLE.

These three fields are also important to allow help-desk agents to manage efficiently your query. If you haven't an order id, enter "000". Please report always the complete DAW/NLE name and version for technical support.

F - Plug-in format in use.

Select ONLY the plug-in format(s) in use by the product query. This field is important for technical support tickets.

G - Plug-in architecture, OS, and OS architecture.

These three fields are also important to allow help-desk agents to manage efficient your query, especially for technical support queries.

H - Actions to reproduce the problem, and troubleshooting attempted.

If you are reporting technical issues these two fields are extremely important, to know more about how to report technical problems, read the solution: help us help you (read before submit a support ticket). Do not duplicate the information in these fields.

I - Description.

This field is the topmost important field, keep in mind that a clear and detailed explanation of your query will allow help-desk agents to manage efficient your query.

J - Attachments.

Attach all the necessary information to make help-desk agents able to manage efficient your query, including screen captures and/or video captures, to know more about how to report technical problems, read the solution: help us help you (read before submit a support ticket).

Do not send us emails or reply to the help-desk solutions, since the ticket will be created without any property and our help-desk agents will not answer them.

To contact the Acustica Audio support go to the ‘Support and Help-desk Section’ in your Acustica Audio account. We do not provide support via social networks, public forums, Acustica Audio forums, or email accounts.