Accessing Ticket Support

  1. Click your profile icon in the top-right corner of CreataCRM.
  2. Click Support.

Enter Your Username and Password

Your login details will have been provided previously.

Your username is your email address.

Ticket Interface

The Ticket Interface contains:

  1. Ticket Filters
    • Open
    • Closed
    • All
  2. New - Create a new support ticket.
  3. Previous support tickets.

Viewing an Existing Ticket

Each ticket contains the conversation history, attachments and current status.

Ticket Status

New

A newly created ticket awaiting review by the CreataCRM Support Team.

Pending

CreataCRM Support has responded and is waiting for your reply.

If no response is received within 7 days, the ticket may be automatically closed. Closed tickets can be reopened by contacting the support team.

Open

You have replied to the ticket and it is awaiting a response from CreataCRM Support.

On Hold

The ticket has been placed on hold while awaiting additional information or scheduling.

Reviewing

The request requires additional technical investigation before CreataCRM can determine the most appropriate solution, provide an estimate or confirm whether the requested functionality is technically possible.

Where significant engineering investigation is required, we will contact you before commencing a chargeable Technical Review.

Comments

Each ticket includes a discussion thread where both you and the CreataCRM Support Team can:

  • Ask questions.
  • Provide updates.
  • Upload screenshots.
  • Upload attachments.
  • Continue the discussion.

Creating a New Ticket

Click the New button.

Completing Your Ticket

Please include:

  1. A clear subject.
  2. A concise description.
  3. If reporting an issue, the steps required to reproduce it.

If your description is lengthy, we recommend preparing it in Word or another editor before copying it into the Ticket Portal.

Writing Your Ticket

Describe the issue as clearly as possible.

If you need to include screenshots or files, create the ticket first and then upload the attachments afterwards.

Updating a Ticket

Once your ticket has been created you can:

  • Upload screenshots or supporting documents.
  • Continue the discussion.
  • Add comments.
  • Upload additional attachments.
  • Send your reply.

Ticket Support

The CreataCRM Ticket Support Portal is designed to provide fast assistance with using CreataCRM, answering product questions, resolving software issues and performing minor configuration changes.

Support is intended to help you get the most from the existing functionality within CreataCRM.

Requests involving the design or development of new functionality are considered Enhancement Requests and are handled separately.

Users who can access and manage tickets within your organisation are generally your nominated Champion Users. Champion Users assist internal users before lodging support requests with CreataCRM.

This approach helps reduce unnecessary support requests and allows CreataCRM to provide faster assistance to all customers.

Additional users may be granted access to the Ticket Support Portal where appropriate. Approval of additional support users is at the discretion of CreataCRM.

What is included in Support?

Our Support Team is happy to assist with questions about using CreataCRM.

Examples include:

  • "How do I...?" questions.
  • Assistance using existing CreataCRM features.
  • Guidance on where functionality is located.
  • Troubleshooting software issues or unexpected behaviour.
  • User administration.
  • Password or login assistance.
  • Minor configuration changes.
  • General product guidance.
  • Small administrative requests.

Support requests are generally short requests that can be resolved without designing or developing new functionality.

Enhancement Request Policy

Some requests extend beyond normal support and are considered Enhancement Requests.

Enhancement Requests involve designing, extending or creating new functionality within CreataCRM.

Examples include (but are not limited to):

  • New reports.
  • Changes to existing reports.
  • New dashboards.
  • Workflow or automation changes.
  • Third-party software integrations.
  • Custom calculations.
  • Business process improvements.
  • Import or export changes.
  • Custom fields.
  • Custom screens.
  • New functionality.

If your request requires CreataCRM to determine how a new report, workflow, business process or feature should be designed or implemented, it is considered an Enhancement Request.

Small Enhancement Requests

Enhancements expected to take less than approximately two (2-3) hours are generally completed on a Time & Materials basis.

For these requests CreataCRM does not normally provide a formal quotation before commencing work.

Producing an accurate quotation often requires much of the same investigation needed to complete the enhancement.

Rather than charging separately to investigate and prepare a quotation, we simply complete the work and invoice for the actual time taken.

Chargeable work may include:

  • Reviewing the request.
  • Clarifying requirements.
  • Investigating existing functionality.
  • Reviewing accounting software data.
  • Designing the solution.
  • Development.
  • Testing.
  • Deployment.

Larger Enhancement Requests

If, during our investigation, we determine the enhancement is likely to exceed approximately two (2) hours, we will contact you before continuing and provide an estimate for the remaining work.

You can then decide whether you would like the work to proceed.

Investigation Requests

Some enhancement requests require technical investigation before we can determine whether the requested functionality is possible.

Examples include:

  • Accounting software limitations.
  • Third-party integrations.
  • Historical data availability.
  • Performance considerations.
  • Complex reporting requirements.

Where investigation is required, the investigation time is chargeable on a Time & Materials basis, regardless of whether the requested enhancement can ultimately be delivered.

If the investigation determines that the enhancement is not technically possible, only the investigation time will be charged. Any findings or recommendations will be provided to you.

Providing Enhancement Requirements

To help us complete your enhancement efficiently, please provide as much information as possible, including:

  • The business outcome you are trying to achieve.
  • Example data.
  • Screenshots.
  • Sample reports.
  • Required filters.
  • Required calculations.
  • Expected output.

Providing complete information upfront reduces development time and helps avoid unnecessary clarification.

Where multiple discussions, meetings or investigation are required to understand and define the requirements, this time forms part of the enhancement effort and is chargeable.

Reviewing Status

Some Enhancement Requests require additional investigation before CreataCRM can determine:

  • Whether the requested functionality is technically possible.
  • The most appropriate implementation approach.
  • Whether an accurate estimate can be provided.
  • Whether there are limitations within third-party software such as MYOB, Xero or Reckon.

When this occurs, the ticket will be moved to the Reviewing status.

What happens during Reviewing?

During the Reviewing stage, our engineers may:

  • Investigate existing CreataCRM functionality.
  • Review available data.
  • Investigate third-party software capabilities or limitations.
  • Determine possible implementation options.
  • Recommend alternative solutions where appropriate.

Chargeable Technical Review

Where significant engineering investigation is required, CreataCRM will advise you before commencing a chargeable Technical Review.

A Technical Review is completed on a Time & Materials basis.

The outcome of a Technical Review may be:

  • The enhancement can be completed immediately.
  • An estimate is provided for any remaining development.
  • The requested functionality is not technically possible.
  • An alternative solution is recommended.

Please note that engineering investigation time is chargeable regardless of the outcome, as professional engineering time is required to determine the feasibility of the request.

Technical Review

A Technical Review may include:

  • Investigating whether the requested functionality is technically possible.
  • Reviewing available data within CreataCRM or third-party software.
  • Researching API capabilities and software limitations.
  • Determining the most appropriate implementation approach.
  • Identifying alternative solutions where appropriate.

Because this work requires engineering time, Technical Reviews are completed on a Time & Materials basis.

The outcome of a Technical Review may be one of the following:

  • The enhancement can be completed immediately.
  • An estimate is provided for the remaining development work.
  • The requested functionality is not technically possible.
  • An alternative solution is recommended.

Please note that investigation time is chargeable regardless of the outcome, as engineering effort is required to determine the feasibility of the request.

Request a Support User

You can call +61 2 9125 0575 to request access to the Ticket Support Portal, or contact a CreataCRM team member.

results matching ""

    No results matching ""