Creating a Support Ticket in Microvellum's Help Center

Overview: Support Tickets

Before You Submit Your Ticket...

Take These Self-Service Steps

Here are four common troubleshooting steps you can easily take before you submit a ticket:
  1. Verify that the issue is unique to you; if not, has anyone else solved the issue? You can view your ticket history to see if someone else might have had a similar issue. 
  2. Use the search feature within the Knowledge Network to see if someone else has had a similar issue and posted a resolution.
  3. Verify that you are running the most recent update for your software.
  4. When all else fails, try restarting your software.
If none of these steps help, you should create a support ticket to have one of our support agents help you sort out the issue. Also, it is a good idea tell your support agent what troubleshooting steps you’ve taken (if any) prior to submitting your ticket. Even if the fix you tried didn’t work, you may have been on the right track. This will ensure the support agent can build off your work, while not wasting time retracing your steps.

Proper Ticket Subject Line

A support ticket subject line should set expectations, and if possible, enable the support agent to glance at the subject line and immediately know the issue (without being too wordy). Clear subject lines can lead to a quicker resolution.

Lastly, when you write the ticket subject line, use relevant keywords to describe your question or the issue that you are having. This will lead to faster problem solving and will be helpful if you ever need to search your ticket history for answers.
  1. Poor Subject Line: Toolbox is not working
  2. This subject line is too vague.
  3. Better Subject Line: Toolbox is not docking in AutoCAD® anymore
  4. This subject line provides more context and explains the exact issue you are having.


The more detailed your support tickets are, the more likely it will be solved quickly and without much heavy lifting. Our support team doesn’t need every detail, just the right ones. However, don’t be afraid to ask questions in your ticket. If you put the work in upfront to include the right details, the rest of the process will be much more seamless.


Classifying your ticket is one of the final steps to completing your ticket. Choosing the correct classification will result in faster resolution of your issues and allow our support system to route your tickets to the correct person in the specific department. For example, if you select “Toolbox” as the department, you might select “Activation” if you need to activate Toolbox. Simple, right? If you selected “Library Data” as the department, you might select “Training” if you would like to schedule training related to product library development. 

Production Shutdowns

A Production Shutdown is defined as an inability to produce a fully tested product or operate machinery from all workstations. If you are still able to produce, use a workaround, or use another workstation to accomplish the task, there is no need to check the box “Production Shutdown”. The customization, modifying, and testing of existing or new products beyond their original working design should not be classified as a Production Shutdown since these should be fully tested prior to releasing to production. 

Share a Screenshot or Create a Video

Including screenshots or videos to document the issue you are having is a great way to expedite a resolution. Videos help our support agent clearly see the issue in action. If you can’t include an image, be sure to add the exact text of the error message to the description of your ticket. Remember, you can attach up to 40 MB to each support ticket.

    • Related Articles

    • How to Create a Support Ticket through the Microvellum Knowledge Network

      This tutorial provides the steps to create a support ticket through the Microvellum Knowledge Network as of June 16 th, 2020. For general information on what should be included in a Support Ticket, see Overview: Support Ticket. Creating a Ticket ...
    • How to Create a Support Ticket through the Microvellum About/Support Portal UI

      This article details the process of creating a support ticket directly through Microvellum software. See Creating a Support Ticket for general information on what is to be included in a ticket. To start a support request, navigate to Help > About ...
    • How to Submit an Authorized Ticket

      An Authorized Ticket is distinct from a Support Ticket, as it is directed to a specialized channel of our team that handles activations, deactivations, serial requests, software upgrades, and update requests. 1. Under the Submit a Ticket Section in ...
    • Troubleshooting: Email Notifications

      This article provides basic troubleshooting options in the case that you are not receiving email notifications from the Support Ticketing System. When notifications from the Support Ticketing System are not received, your spam or junk folders should ...
    • Microvellum Knowledge Network Information

      24-Hour Support Access Microvellum provides users with active support & maintenance subscriptions with access to our support channels 24-hours a day via email, online community, and phone. From our interactive support site you can find answers to ...
    • Recent Articles

    • Toolbox Release Notes | Build 23.1.0329.641

      Toolbox Release Notes | Build 23.1.0329.641 Processing Center Resolutions: Resolved an error in the ‘View Nesting G-Code Results’ UI when trying to view DXF’s. ‘Modify Work Order’ will no longer remove certain edge band information if editing that ...
    • Microvellum Foundation Library Release Notes | Build 23.0320

      The following release notes apply to Microvellum Foundation Library, Build 23.0320. This update includes many changes & additions to the Microvellum Closet/Wardrobe Expansion. If you have not purchased this expansion, you will not have access to ...
    • Toolbox Release Notes | Build 23.1.0313.641

      Toolbox Release Notes | Build 23.1.0313.641 Label Images Resolutions: Resolved an issue with PTP stations not flipping the face 6 WMF image correctly. WMF orientation should now match the gcode. Resolved an issue with Unified Work Order databases not ...
    • Toolbox Release Notes | Build 23.1.0222.641

      The following Release Notes apply to Toolbox Build 23.1.0222.641. Machine Tokens Resolutions: We fixed a bug affecting certain libraries that used the CONST token, which led to incorrect calculations of the distance between holes. We also fixed an ...
    • Microvellum Foundation Library Release Notes | Build 23.0210

      The following release notes apply to Microvellum Foundation Library, Build 23.0210. Additions: • Added a new global variable “Hinge Offset From Edge” to provide easier control without needing to update the finished faces subassembly. • Added a sample ...