Guide to opening a notification
A step-by-step account of how a support notification is created, what each field is for, and what to observe so that your request moves faster.
Steps for opening a notification
- Sign in with your support accountYou sign in to the support system with the support user name and password assigned to your organisation. These credentials are separate from the ones you use to sign in to the application.
- Start a new notificationYou choose the new notification action in the notifications section; an empty notification form opens.
- Choose a categoryYou pick the category that matches your request: error, suggestion, question, appointment and the others. The category decides which team the notification reaches.
- Write a summary titleYou write a title that sums the issue up in a single line. The format of the title is shown in the section below.
- Add a detailed descriptionYou write down what you did, what you expected and what happened instead, each separately, with an example where possible.
- Attach a screenshotYou attach a screenshot that shows the issue, or the related file. A visual attachment makes the issue easier to reproduce and shortens the time to a fix.
- Select the profileYou select the organisation profile the notification is opened for; the notification is attached to that profile's record.
- Review and submitYou read the fields once more and save the notification. On saving, the notification receives a traceable number and the process starts.
Notification types
There are nine main groups. The groups that fall within paid services are marked in their title; error and fault reports are not charged.
1) Bug Report
Trivial error, Text editing, Fine tuning, Minor bug, Major bug, Crash, Freeze
2) Suggestion Report (Paid)
New project proposal, Additional project proposal, New feature proposal, Additional feature proposal
3) Question Report
To get information about the system
4) Appointment Request
Technical Support Screen Sharing Appointment Request, Meeting Appointment Request
5) Feedback and Review
Satisfaction, suggestion, criticism, expression of opinion
6) Training and Consulting (Paid)
User training, Consulting
7) Custom Integration and Software (Paid)
Custom integration, Custom project
8) Data Management (Paid)
Data storage, Data recovery, Data entry
9) Technical Infrastructure (Paid)
Additional storage space, Additional SMS package, Documentation, Quote request
What to observe when opening a notification
- 1. Account SecurityPlease do not share your username and password with anyone other than the people for whom we have created accounts at Optifora for the relevant company, and ensure notifications are not opened by unauthorized persons.
- 2. Category SelectionPlease ensure you open your notifications in the relevant categories.
- 3. Detailed DescriptionWhen creating a notification, describe the point you want to highlight in detail. Do not forget to include 3 main topics in the title:
- 4. Required FieldsFill in at least the 3 fields marked with a red asterisk *: Category, summary, description. Also select the "Select Profile" section.
- 5. File AttachmentAttach images or files if needed. Adding screenshots speeds up the process.
- 6. Detailed ExplanationDescribe your notification as detailed as possible. Convey what you want to express with examples in an explanatory manner.
Title format
[Action] – [Page/Screen] – [Location] – [User info]
Example: In the risk assessment (1) list (2) .......at location(3),........ when logged in with the account of person(4).
Important reminders
- One notification per topicDo not collect several topics in one notification. Each topic is tracked, resolved and closed separately.
- No delivery commitment for suggestionsFor requests other than fixing errors and faults, and for the suggestion group in particular, no date or commitment is given.
- First assessment within three business daysYour notification is reviewed within the first three business days and you receive a reply.
- Follow the e-mail updatesAn automatic update e-mail is sent at every stage of the notification. Those messages are produced by the system; replies to them do not reach the support system.
Do you have a specific request?
These pages explain how the support process works. If you have a request or a question, write to us from the contact page.
Go to the contact page