Documentation/ Managing and solving problems/ Contacting support
Contacting support: which channel to use
There is one door to support: the Dijit IA. You describe the case in the chat and, if it cannot settle it, it drafts the issue and sends it to the team once you confirm. For when you cannot get into the application at all, the direct email route remains.
Side menu › Help › Dijit IA (Beta)
On this page
One door
There is no longer a choice of forms to make, and no category to get right. You write the case to the assistant, in plain words, and it decides:
- If it is a question about use, it answers and links the page of this documentation that sets it out in full.
- If it is a fault, it asks for whatever is missing, drafts the ticket inside the chat and sends it to support once you confirm.
- If it is a request — adding, changing or removing a user, for instance — it is handled the same way.
How a ticket comes about, with attachments and the confirmation step, is set out in Raising an issue with the assistant.
What has changed
| Before | Now |
|---|---|
| A Support menu with three forms: a question, a fault and a new user. | A Help menu with the assistant. One chat for all three. |
| You had to pick the right channel before writing. | You write first; the assistant recognises what it is. |
| The ticket went out when you pressed Send. | The ticket is shown to you drafted in the chat, and goes out only once you confirm. |
| Tracking meant the ticket number in the email. | The conversation stays in the history marked Sent to support, and the reply comes by email. |
Which channel for which case
| Case | Where |
|---|---|
| "How do I do X?", "why does it work this way?" | The assistant, or this documentation directly. |
| Something not behaving as it should | The assistant. It ends in a ticket if one is needed. |
| Adding, changing or removing a user | The assistant. |
| Plan, billing or commercial matters | Email to soporte@dijit.app. |
| You cannot get into the application | Email to soporte@dijit.app. |
One ticket, one problem. Where there are several separate problems, start a new conversation for each: that way each ticket is tracked on its own. You can give several document references if the same error affects several.
The direct route by email
You can write to soporte@dijit.app at any time. It is the alternative when you have no access to the application, when the assistant is not answering, or for matters that are not technical faults. It is worth including the same details the assistant would ask for: the document's reference, the date and time, and the message word for word as the application showed it.
Things that come up
| What happens | Why | What to do |
|---|---|---|
| The Support menu cannot be found | It is called Help now. | Side menu › Help › Dijit IA (Beta), or the button in the top bar. |
| You were looking for the fault-reporting form | The forms have been withdrawn. | Describe the case in the chat: the assistant drafts the ticket. |
| You cannot tell whether it is a question or a fault | The line is not always obvious. | It makes no difference: write it, and the assistant routes it. |
| No reply from support arrives | The conversation never became a ticket, because the confirmation was missing. | Open the history and check the status: if it does not say Sent to support, it was not sent. |
| Something is urgent and the assistant is not answering | A momentary failure of the service. | Write straight to soporte@dijit.app. |