Support tickets keep an issue and its history in one place, visible to the whole Zylax team rather than sitting in one person's inbox.
Raising a ticket
Sign in at crm.zylax.com.my, open Support, and create a new ticket. Give it a subject that describes the problem, choose the relevant project or service, and set the priority honestly. Marking everything urgent removes the value of the field.
What to include
- The exact page address where the problem appears.
- What you did, what you expected, and what happened instead.
- The exact wording of any error message.
- A screenshot, which usually saves a round of questions.
- Your browser and device, and whether the problem happens on another one.
- Whether it happens every time or only sometimes.
Following a ticket
Open Support to see every ticket with its status. Open, answered, on hold and closed tell you who the ball is with. Answered means we have replied and are waiting on you.
Replying
Reply inside the ticket, either in the portal or by replying to the ticket email, which appends to the same thread. Starting a new ticket for the same issue splits the history and slows the answer.
Closed tickets
A ticket closes when the issue is resolved. If the same problem comes back, reopen the original ticket where possible so the earlier diagnosis is attached.
One issue per ticket
Three unrelated problems in one ticket means two of them get forgotten while the third is discussed. Raise them separately.
Response times
We work Malaysian business hours. Tickets raised during those hours are normally acknowledged the same working day. Anything affecting a live site, such as a site being down or payments failing, should be marked high priority and said plainly in the subject.
If a ticket is not moving or you need to escalate, reply on the ticket thread or write to [email protected].
