# Support

## Getting started

During your onboarding as a new Extra Horizon customer, you will get access to our [**support portal**](https://extrahorizon.atlassian.net/servicedesk/customer/portals). This portal provides you access to all relevant information needed in order to get your issues resolved as soon as possible.

If you are an existing Extra Horizon customer and have not gained access yet, please reach out to your **account manager** or contact us via [**support@extrahorizon.com**](mailto:support@extrahorizon.com).

{% hint style="info" %}
Our teams can provide support in English, French and Dutch.

Nos équipes peuvent fournir une assistance en anglais, en français et en néerlandais.

Onze teams kunnen support bieden in Engels, Frans en Nederlands.
{% endhint %}

## About the support portal

### Support homepage

After your login, the support portal will provide you with an overview of helpful content and useful links on the homepage. Here you can easily search for answers by yourself by using the search bar.

<figure><img src="https://1471712295-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-Mi5veV04lYlkS769Dcp%2Fuploads%2Fgit-blob-ae69cc9868f7170ae95d00714c90ac0428263aaf%2FScherm%C2%ADafbeelding%202023-01-23%20om%2015.36.07.png?alt=media&#x26;token=0a83e2d1-2064-489f-8e10-2d00655f794c" alt=""><figcaption><p>Support portal homepage</p></figcaption></figure>

### Support tickets

You can raise a support ticket via the support portal and/or follow up on tickets that have been submitted by you or one of your colleagues within the same organization. In case you have any questions that are not addressed below, feel free to reach out to <support@extrahorizon.com>.

#### Raising a support ticket

In the support portal, you can easily raise a new support ticket if our existing documentation is not sufficient in solving the problem you are facing. In order to raise a ticket, you must follow the following process:

1. First, simply click on the *Support Ticket* option in order to access the ticket form.
2. Next, you must complete the form and fill out all the required fields. Make sure to describe the issue(s) you are facing as detailed as possible in order for out support team to understand your ticket correctly and act accordingly.
3. Lastly, submit the form. Our support team will now get to work with your ticket as soon as possible.

<figure><img src="https://1471712295-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-Mi5veV04lYlkS769Dcp%2Fuploads%2Fgit-blob-edf9bce966136b6e26686c19da1c140af91f40b4%2FScherm%C2%ADafbeelding%202023-01-23%20om%2017.54.40.png?alt=media&#x26;token=8c963565-f9af-45e5-9691-1f043306f7ea" alt=""><figcaption><p>New ticket form</p></figcaption></figure>

#### Following up on a support ticket

In the top right corner of the homepage of the support portal, you can find a button called *Requests.* Press this button in order to access the overview of tickets that have been previously submitted by either you or any of your colleagues.

For each ticket, you access all past communication for that ticket. If you need to add comments or additional information to an existing ticket, our support team will be notified from the moment you do so.

<div><figure><img src="https://1471712295-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-Mi5veV04lYlkS769Dcp%2Fuploads%2Fgit-blob-bc1f095325647599232ff36f07e8192c0f710b70%2FScherm%C2%ADafbeelding%202023-01-23%20om%2015.35.44.png?alt=media&#x26;token=ef16fdc6-5a2f-439c-b1e2-602bb78c2b2d" alt=""><figcaption><p>Open tickets</p></figcaption></figure> <figure><img src="https://1471712295-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-Mi5veV04lYlkS769Dcp%2Fuploads%2Fgit-blob-2579d56abfa9f86a479053e5541bce358ce81b67%2FScherm%C2%ADafbeelding%202023-01-23%20om%2015.35.57.png?alt=media&#x26;token=730b1dbc-59b0-4466-8b73-7e10089bf4f3" alt=""><figcaption><p>Ticket information</p></figcaption></figure></div>

#### Email notifications

Whenever certain actions are performed linked to a ticket, you will receive an email notification to update you right away. This way, you will never miss a thing related to your tickets.

#### Ticket statuses

Below you can find an overview of the different statuses your ticket can transition into.

* <mark style="background-color:blue;">**Waiting for support**</mark>\
  Your ticket has been added to our queue and is waiting to be picked up by our support agent.\\
* <mark style="background-color:blue;">**Waiting for customer**</mark>\
  Your ticket has been picked up by our support agent but in order to proceed we need further input from your side.\\
* <mark style="background-color:blue;">**In product backlog**</mark>\
  We have added a ticket to our backlog to fix the issue or add improved/new functionality. At this point in time there is no timeline yet as to when it can be picked up.\\
* <mark style="background-color:blue;">**Planned for current product cycle**</mark>\
  We have added a ticket to our current product cycle. A product cycle at Extra Horizon takes 6 weeks. Our support agent will provide more detailed information on exact planning in your ticket.\\
* <mark style="background-color:blue;">**Resolved**</mark>\
  **Issues:** We have implemented and released the fix to address your issue.\
  **Improvements or feature requests:** We have implemented and released a new version of our product containing this functionality.\\
* <mark style="background-color:blue;">**Won't do**</mark>\
  After further investigation, we have determined that we will not take any further action upon this ticket.