How to contact Support and create a support ticket

Use this guide when you need help from the BAPLIE Viewer Online support team. You send a message from inside the application. Our team turns your message into a support ticket and answers it.

Before you start: log in to BAPLIE Viewer Online. Collect the details that help us: the page where the problem happened, what you clicked, the time, and the name of your file.

Steps

1. In the Function Menu on the left, click Help. Then click Contact Us (1 in the picture). The Contact Support page opens.
2. Check Name (2 in the picture). The application fills it with your name. Change it if you want.
3. Check Email Address (3 in the picture). The application fills it with your email address. Use an address that you read every day. Enter a valid address.
4. Click the Subject list (4 in the picture) and choose the reason for your message:
   • Account Issues
   • Technical Issues
   • Membership Question (use this for questions about prices, upgrades and quotes)
   • Feedback
   • Other
5. Write your message in Issue Description (5 in the picture). Write at least 30 characters. Include:
   • what you wanted to do,
   • the steps you did, one by one,
   • what you expected and what happened,
   • the page, the file name and the time,
   • the exact text of any error message (see How to display and report errors).
6. Click Submit (6 in the picture).

7. A message tells you that your message was sent. Our team answers within 24 hours.

If the form shows an error

• Please enter a name: fill in Name.
• Please enter a valid email address: check Email Address.
• Please select a subject: choose a reason in Subject.
• Please enter your issue - this should be at least 30 characters in length: write a longer description.

Good to know

• You cannot attach files or screenshots to the form. Describe the problem in words and copy the text of error messages into Issue Description.
• Never write your password in the message.
• When a file fails the checks during upload, click Contact Support on the validation result. It opens the same form.