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.

Descriptions

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.

Classifications

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 ...
    • 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 ...
    • Profile & Badge Overview

      My Profile On the top right of the forum page, you will see an icon with your profile image, click it and then click "Profile". Click "Manage Profile", and then the "Edit Profile" upper right corner of the page. Here, you can choose to change your ...
    • Recent Articles

    • The Range Hood - Add-on

      About the Library Add-on This is a “Master” Range Hood product capable of being used as is or saved back to the library numerous times in unlimited number of different combinations.  This Library Add-on is compatible with the Foundation Library. This ...
    • Toolbox Release Notes | Build 22.1.0406.641

      The following Release Notes apply to Toolbox Build 22.1.0406.641 Database Management Resolutions: Resolved an issue that caused template level projects to be deleted when deleting a seemingly “empty” category (this was caused by a mix-up in the ...
    • Microvellum Foundation Library Release Notes | Build 22.0407

      The following release notes apply to Microvellum Foundation Library, Build 22.0407 Please make sure you are selecting the correct specification group when drawing products. There may be specification groups for both metric and imperial. Additions: ...
    • Toolbox Release Notes | Build 22.1.0325.641

      The following Release Notes apply to Toolbox Build 22.1.0325.641 Toolfile Resolutions: Resolved an issue in certain post names where the pecking number was not working. Resolved an issue in certain post names where some face 6 machining was falling ...
    • Toolbox Release Notes | Build 22.1.0317.641

      The following Release Notes apply to Toolbox Build 22.1.0317.641 Database Resolutions: Resolved an issue where the user experience took longer than necessary to start.   Materials Resolutions: Resolved an issue where with formulated materials the ...