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 portalLog in at crm...

Most delays in support are caused by missing detail. An engineer who cannot reproduce your problem has to ask questions first, and every round trip adds hours. Here is what to put in the ticket the first time.The essentials...

Every ticket carries a priority. It decides the order work is picked up in, so it is worth understanding how we read the levels. You can set a priority when you open a ticket, and our team may adjust it after triage based on the actual technical i...

There are two different clocks in support, and mixing them up causes most of the frustration around timing.Response timeThis is how long before a human reads your ticket and replies. The reply tells you we have it, what we understa...

You can see exactly where a ticket stands at any time from the customer portal, without having to ask.Where to lookLog in at crm.zylax.com.my, open Support, and you will see every ticket raised by ...

Tickets are closed when the reported issue is resolved or the request is complete. If the same problem comes back, you do not need to start from scratch.ReopeningOpen the ticket in the portal at crm.zylax.com.my an...

This is the most common source of confusion in client relationships, so it is worth stating plainly. Support fixes things that are broken. New work builds or changes things that were never there.SupportSupport covers a delivered fe...

An outage is the one situation where speed of reporting genuinely changes the outcome. Here is how to report one so we can act immediately.First, thirty seconds of checkingBefore reporting, confirm it is not local to you:...

A good bug report lets an engineer reproduce the fault on the first attempt. That is the whole goal. Everything below serves it.Write reproduction stepsNumber them and start from a clean state. For example: 1. Open the products pag...

Our support desk runs during Malaysian business hours, Monday to Friday, excluding public holidays. Critical failures do not respect that schedule, so there is a separate route for them.What qualifies as an emergencyThe websit...

Knowing the boundary in advance avoids awkward conversations later. Here is what falls inside standard support and what does not.CoveredFaults in a website or application built by Zylax, where the delivered functionality has s...

Occasionally a ticket stalls, an answer misses the point, or the business impact grows beyond what the original priority reflected. There is a proper way to escalate, and it works better than repeating the request louder.Step one: escalate...