Best practices for contacting blgCloud Support

🚀 What you will learn

Jean IT Manager (Admin) Your blgCloud guide

“ 💬 Need to contact blgCloud Support? A clear and complete request allows our team to understand your situation more quickly and provide you with a more accurate response. In this tutorial, I will introduce the best practices to follow when creating a ticket and the information to provide depending on the type of problem you are experiencing. ”

🎯 At the end of this tutorial, you will know how to:

💬 Access blgCloud Support
🎯 Formulate a clear and precise request
🔗 Provide the right context and relevant information
⚙️ Adapt your request according to the type of problem encountered

Our support team is available to help you use blgCloud.

You can contact us:

• via the chat available from your instance,
• by phone at 03.44.40.83.44.

From your blgCloud instance, a chat bubble 🗨️ is available in the bottom-right corner of the screen.

Click it to ask your question.

You can also access the Zendesk Help Center. No account is required to access it: an account is automatically created when you first log in to blgCloud.

Administrators and key users can request extended access to view all support requests for their instance.

To ensure fast and efficient processing, make sure to describe only one topic per ticket.

This allows us to:

• process your request more quickly,
• provide you with a more precise response,
• avoid any confusion.

Also include the direct link to the relevant document or page.

The link is the address displayed at the top of your browser.

To retrieve it:

• select the URL,
• copy it,
• paste it into your ticket.

Example: https://app.blgcloud.com/yourinstancename

Then describe the problem in enough detail for the support team to reproduce it.

In particular, specify:

• the context in which the problem occurred,
• the action performed,
• the result observed,
• the expected result.

Screenshots are also very useful for quickly understanding the situation. Remember to attach them to the ticket when they can help illustrate the problem.

Depending on the nature of your request, some additional information can help the support team identify the problem more quickly.

📁 Data import

Remember to provide:

• the import file,
• the columns used.

📤 Data export

Specify:

• the module concerned: Sales, Purchasing, Equipment, etc.,
• the type of export used.

🔄 Matching

Specify:

• the document concerned,
• the current value,
• the expected value.

🔐 User permissions

Please indicate:

• the user profile,
• what the user currently sees,
• what they should see.

📱 Mobile application

First, make sure that the application is up to date, then specify:

• the user concerned,
• the document or screen affected,
• a precise description of the problem.

A well-detailed request allows the support team to:

• understand the problem more quickly,
• reproduce it more easily,
• provide you with a solution more quickly.