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.
Your tickets: what you asked for, where it stands, and Cybelia's answer.
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.
A written request does not get lost. It is recorded, tracked, and visible to your whole team. A question asked in a corridor is not.
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, Farida 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.
In closing
One door, whatever the question: you never have to hunt for the right address or the right number. A clear subject, what you expected, what you saw, and the name of the database: that is what saves a round trip.
Commenting is not enabled on this course.