How to Create a Support Case through the Microvellum About/Support Portal UI

How to Create a Support Case through the Microvellum About/Support Portal UI

This article details the process of creating a support case directly through Microvellum software. See Creating a Support Case for general information on what is to be included in a case.

To start a support request, navigate to Help > About Microvellum > Start Support Request.


Fig. 01 – Start Support Request


Fig. 02 – Microvellum Support Portal

  1. Name – Your name or company name. 
  2. Email – Your email or company email. 
  3. Phone – Your phone number or company phone number. 
  4. Subject – The subject line must be clear so the Support Agent can diagnose at a glance and, if necessary, send the case through the proper channels for resolution. 
  5. Description – The more detailed the description, the more likely the issue can be solved quickly. If you know the exact steps in your workflow to recreate an issue, list them here. 
  6. Attachments – It is not always possible for us to replicate an issue on our end, with our data. This is why it is essential to attach as much relevant data as necessary to recreate the issue or for us to eliminate potential causes of the issue.

    7. Fig. 03 – Attachments

    1. Attach Screen Recording – Selecting this option will result in a red border on the screen being recorded. This allows users to show the exact steps in the workflow that leads to the issue. To stop recording, select the stop button located in place of the original screen-recording button.
    2. Attach a Screen Snip – Allows users to snip an image to be included with the case. 
    3. Attach Processing Station and Accompanying Settings – Allows users to attach a complete Processing Station. 
    4. Attach Work Order – Allows users to attach a complete Work Order.
    5. Attach Error Log – Allows users to attach an Error Log. Error Logs are helpful when diagnosing issues. 
    6. Attach File – Allows users to attach any remaining files they feel will be helpful (i.e., Room .DWG files).     
  7. Send – Select this button when you are sure that you have included as much information as is necessary to replicate the issue. 

    • Related Articles

    • The Microvellum Client Portal

      When logging into Microvellum’s Client Portal, several features are available to help ease the purchasing and management of Microvellum products, the ability to find accurate information in a convenient and timely manner, as well as keep track of ...

    • Microvellum Support and Maintenance

      Microvellum Support Microvellum offers comprehensive support and maintenance benefits, ensuring clients have access to technical assistance, software updates, and training resources to optimize their software experience. When purchasing a Microvellum ...

    • Getting Started with the Microvellum Portal

      A user-friendly platform designed to streamline your experience and provide seamless control over your Microvellum account. This article explains the process for signing up and registering with Microvellum's Portal. For an explanation of the portal's ...

    • How to Create a Support Case

      We're committed to delivering the best possible user experience, and part of that commitment is giving you the power to create support cases. We believe in making your journey with our software as smooth as possible, and our support case system is ...

    • Changing Microvellum License Types

      This article documents the process of switching between the types of licenses available to clients using Microvellum's SLS (Software Licensing System) and explores the differences in functionality between the different types of Microvellum licenses. ...

    • Recent Articles

    • Rendering in BricsCAD

      This article explains the different levels of rendering supported by BricsCAD, ranging from quick concept views to detailed design visuals. It highlights BricsCAD’s built-in rendering tools, performance strengths, and explores the various options ...

    • Switching to Light Mode in Toolbox BSB

      Toolbox BSB, being built on BricsCAD V25 Pro, has a built-in functionality that allows for the customization of one’s CUI and interface. One such customization you may want to utilize to tailor your workspace to your tastes is switching the UI to ...

    • The BricsCAD Manipulator

      The BricsCAD Manipulator is a 3D modeling tool that allows entities to be smoothly and swiftly moved, rotated, scaled and mirrored. By default, the Manipulator copies selected entities when using any of its functions while holding the CTRL key. ...

    • The QUAD

      The QUAD is an AI-driven command system accessible during the process of drawing and interacting with products in model space in Toolbox BSB. The QUAD menu contains customizable sets of frequently used commands when interacting with an entity. QUAD ...

    • Toolbox BSB: Supported File Extensions for Import/Export

      Toolbox BSB, using BricsCAD Pro as its basis, offers full support for the same wide range of file types for import and export. Certain file formats not listed in this article can be imported/exported by BricsCAD, but are not, at the time of writing, ...