Support and tickets
From “Support” you ask the goPrevina team for help when something does not work or you do not know how to do it. You reach it from your user menu (top right), from “Support” in the footer or from “My profile”. Nora, the app assistant, can also offer to open a ticket when a question goes beyond what she knows.
1. Opening a ticket
Press “New ticket”. Write a short subject and a description with what you were trying to do, what happened and, if you can, the steps to repeat it. Pick the category (how-to question, something is broken, improvement request, my data, billing, access and users). If you cannot keep working, tick “This blocks my work”: a person will see it directly. You can attach up to five screenshots, PDFs or text files of 10 MB. The screen you asked from is stored with the ticket. Nora can also open it for you: if you ask her to “open a support ticket”, or when she cannot resolve a question about the app, she proposes a card with the subject and description filled in; the conversation with Nora is attached only if you tick “Attach the conversation with Nora to the ticket”.
2. Dora, the support assistant
Dora is an artificial-intelligence assistant and says so. She receives the ticket, confirms it arrived and answers with what she knows about the app. She does not read your company’s data: she works with your text and the goPrevina help. If she cannot solve it, if the topic is billing, if you marked it as blocking or if you ask for a person (“More” › “I want to talk to a person”), the ticket goes to a person on the team.
3. Following the conversation
In “My tickets” the cards at the top filter by status: “Open”, “Waiting for you”, “Resolved” and “All”. Each ticket shows who handles it (Dora or a person) and the last activity. Inside, you reply in the conversation itself and can attach files. We notify you in the app and by email every time there is a reply or the status changes. If you administer the company, “Show the whole company’s tickets” also shows your colleagues’ tickets. If goPrevina is installed on your company’s own servers, tickets reach the goPrevina team through the support relay once the administrator has configured the installation key, and the replies arrive on this same screen.
4. Resolving, reopening and rating
When the problem is solved, mark the ticket as solved under “More”, or let support do it. If the problem persists, you can reopen it for 7 days. If you do not answer a question from support for a few days, we warn you and the ticket resolves on its own. At the end you can rate the help from 1 to 5 stars; the goPrevina team reads that rating.