When something sticks, open a ticket

Three checks before calling

Before opening a ticket, three gestures settle half the cases. Check that your internet connection works, by opening another site. Reload the page once. And look in the junk folder if it is a missing message that worries you.

What to write in a ticket

A good ticket is four lines long and saves half a day: what you wanted to do, what you did, what happened instead, and since when. Add a screenshot if an error message appears.

"The mail is not working" takes three rounds of questions. "Since this morning, when I send a message with an attachment over 10 MB, I get the error attached" is dealt with straight away.

Where to open it

From your Cybelia portal, under the tickets heading. There you follow progress and find the history of your requests. If you cannot sign in at all any more, telephone: that is precisely the case the telephone exists for.

What is urgent, what is not

An unreachable mailbox, messages no longer arriving, a compromised access: that is urgent, report it as such. A signature to change, a request for a new shared folder: that goes through the ordinary flow, and is handled just as seriously.