Every support request should start as a ticket. A ticket gives your request an ID, a written history and an owner, so nothing gets lost in a chat thread or a personal inbox.
Opening a ticket from the portal
- Log in at crm.zylax.com.my using the email address we set up for your company.
- Open the Support section and click Open Ticket.
- Pick the department that matches your issue. Technical issues go to Support, billing questions go to Billing.
- Select the related service or project if the list offers one. This tells us which site or server to look at first.
- Write a subject line that describes the symptom, not the emotion. "Contact form returns error 500 on submit" is far more useful than "urgent website problem".
- Fill in the description, attach screenshots, then submit.
Opening a ticket by email
If you cannot reach the portal, send your request to [email protected]. The system creates a ticket from your email and replies with the ticket number. Keep replying inside that same email thread so all correspondence stays attached to one ticket.
After you submit
You receive an automatic confirmation with the ticket ID. Use that ID in any follow up. Replies from our engineers appear both in the portal and in your email, and anything you reply by email is added to the ticket record.
Things that slow a ticket down
- Multiple unrelated problems inside one ticket. Open one ticket per issue so each can be tracked and closed independently.
- Sending the same request to several channels at once. Duplicates get merged and add delay.
- Reporting from a staff member we cannot verify. Make sure your team members have their own portal logins.
If you need help getting into the portal or setting up a colleague, reply to your email thread with us or write to [email protected] and we will sort it out.
