Asking for help : /tickets

One door, always the same

Whatever the question, a greyed-out button you do not understand, a feature to add, a doubt before a go-live, the path is identical: /tickets. You never have to hunt for the right email address or the right number.

The list

Your current and past requests, most recent first. Each row carries the subject, the date, and a readable state: received, in progress, resolved. A "New request" button opens the form.

Writing a request

A subject, a free description. No category to pick from a list you do not know, no severity level to judge yourself. You write what is happening to you; sorting is Cybelia's job.

What genuinely helps, in three lines: what you wanted to do, what you clicked, what the screen answered. The name of the database concerned if you have several. Nothing more.

The thread

Opening a request shows the full history of exchanges and a field to add a comment. Everything stays in one place: three weeks later, the conversation is still readable from the start.

What necessarily goes through here

Restoring a database past its retention window, widening your contract, installing a feature that touches accounting, understanding a failed go-live. In each of those cases, the screen concerned points you to the ticket itself: you do not have to guess.

At Les Ateliers du Vent d'Ouest, Marie opens about one ticket a month. Camille says that is the right pace: neither fear of bothering anyone, nor the habit of asking for everything.