Optifora Technical Support System
Frequently asked questions
Pick a category or read them all.
The questions on this page are about using the technical support system: opening a notification, its status, permissions and file uploads. Questions about the platform itself are on the Optifora FAQ page.
Is the "Notification Type" field required?
Yes. Submission cannot be made without selecting a type. The system gives a warning.
Is the "Select Category" field required?
Yes. A notification cannot be saved without selecting a category.
Can I add HTML or special characters to the description field?
No. Only plain text is recommended. You can also use Markdown codes.
What stages does my notification go through?
The notification is completed through initial evaluation, technical approval, planning, analysis, coding, testing, deployment, and resolution stages.
When will I receive a response to my notification?
Initial evaluation is usually done within 3 business days.
How can I check the status of my notification?
You can track your notification status with color codes and status information through the notification list in the system.
Is there a guaranteed resolution time for my notification?
No. There is no time commitment for free suggestions. Paid requests are included in the work plan.
Can multiple people comment on the same notification?
No. Only the authorized user can write.
Can multiple users open the same notification?
No. Only the project manager can open notifications in the system.
Will I receive a response to applications made on the same day?
Depending on the workload, initial evaluation may be done, but it is not guaranteed.
Can I open a second notification on the same subject?
No. You should continue by replying to the existing notification.
Can I open a notification on behalf of another user?
No. Only the authorized project manager can log into the system.
Can I access someone else's notification?
No. Notifications are company-specific.
Can I see comments made by others?
No. Only comments from your own company users are visible.
What information should I write in the notification title?
You should specify the operation, page/card, and tab information. Example: In the risk assessment card, in the signature tab...
When is the notification note required?
If additional information is requested, the process will not continue without adding a note.
What should I do if additional information is requested during the notification process?
You should provide additional information by replying to the notification in the system.
What happens if I select the wrong notification type?
If the wrong type is selected, the process may be delayed or the notification may be rejected.
Who can see the comments added to notifications?
All comments are tracked only through your company's technical support account.
How can I close a notification?
After the notification is resolved, you can check and close it yourself, or the system will close it automatically.
I accidentally closed the notification, can I reopen it?
Yes. Closed notifications can be reopened.
Can I assign my notification to another user?
No. Notifications are only assigned by the technical team within the system.
Can notifications be deleted from the system?
No. Notifications are recorded and cannot be deleted.
Is it possible to export notifications as PDF?
No. However, you can use screenshots or the print command.
Can my notifications be seen by other companies?
No. All notifications are visible only to your company.
My storage is full, how can I expand it?
You can request "Paid - Additional storage space".
Can I communicate directly with the support team?
Communication is only through notifications and notes within the system.
What happens if I open a notification without attaching a file?
The system allows it, but the resolution time may be longer.
Is attaching a file required?
No, but attaching a screenshot explaining the issue speeds up the process.
Will I receive email notifications?
Yes. You will be informed by email at every stage of the notification.
If I reply to the email, will it be registered in the system?
No. Replies to emails are not processed by the system. You need to write a note through the system.
We want training, how can I apply?
You can create a notification with the "Paid - User training" type.
Is there a minimum number of participants for training requests?
No. Training can also be provided individually.
What is the file size limit for attachments?
The recommended maximum size for a single file is 5MB.
Where can I submit integration requests?
You can create a request with the "Paid - Custom integration" notification.
How can I access my old notifications?
You can access all old notifications from the notification list page.
What is the closing period for old notifications?
If not closed by the user within 5 business days after resolution, the system will close it.
Are notifications made at night responded to in the morning?
Yes. Applications made outside working hours are processed at the start of business hours.
How can I track my notification during the development process?
You can track details at each stage according to the notification color and status.
Under which type should visual editing requests be opened?
It should be opened under "Paid - Additional feature suggestion".
Which fields are required?
Category, type, title, and description fields are required.
Which browsers is it compatible with?
It works seamlessly with Chrome, Firefox, Edge, and Safari.
Can an erroneous notification be withdrawn?
Once sent, notifications can only be closed by the technical team.
I uploaded the wrong file to an erroneous notification, what should I do?
You can upload the correct file again by writing an explanation. You can delete the wrong file.
Can account transfer be done?
It can only be changed by the support team with an official request.
Can I log in to Optifora destek with my Optifora password?
No. The login credentials for both systems are different.
Can anyone log in to the Optifora destek system?
No. Only the Optifora Project Manager defined for the relevant company can log in with their username and password.
Can notifications be opened via mobile app?
Currently, it is only available through web browsers.
How are suggestion notifications evaluated?
They are evaluated based on technical priority, demand intensity, and feasibility.
How can I request a project-specific feature?
You can open a notification by selecting the "Paid - Custom project" type.
Can I open a notification to schedule an appointment?
Yes. You can request a meeting by selecting the "Appointment request" type.
Is it possible to reopen a rejected notification?
Opening a notification with the same content is not recommended. It can be reopened with new explanations.
Can a rejected suggestion be reevaluated?
If reopened with new information, it can be reviewed again.
Can I share my password with someone else?
No. Each user must log in with their own account.
I forgot my password, what should I do?
You can create a new password by clicking the "Forgot my password" link on the login screen and entering your email address and username.
What happens if the company email changes?
The new address must be notified to the support system.
Can I open notifications on behalf of different departments within the company?
Yes, but each company has only one technical support account. Operations must be done with the same account.
Do system updates affect users?
Updates are tested before being reflected to users. The impact is minimal.
What color codes does the system use?
Each status has a specific color: Pink (evaluation), Yellow (planning), Green (resolved), Gray (closed)...
When is the system under maintenance?
Maintenance and update announcements are shared in the news section of the system.
Are surveys conducted through the system?
User satisfaction surveys may be conducted from time to time.
Can I open bulk notifications through the system?
No. Notifications must be opened individually.
The system is not responding, it's frozen. What should I do?
Restart the browser. If it continues, open a support notification.
Which time zone does the date-time displayed in the system follow?
The system operates according to Turkey local time.
How many types of notifications are there in the system?
There are over 25 paid and free notification types in total.
Is there automatic routing in the system?
Yes. Routing is done within the team according to the selected category and type.
When are new features added to the system?
They are planned according to the Optifora SCRUM model and developed according to technical priorities.
Which notification should I open to have data uploaded to the system?
You should select the "Paid - Data entry" type.
How is the SMS quota determined?
It varies according to the package scope and usage rate.
My SMS package is finished, how can I renew it?
You can create a "Paid - Additional SMS package" notification.
How can I indicate if my request is urgent?
You can write "Urgent" and the reason in the description section. Priority will be considered.
Will my request become a general feature?
Yes, if it benefits the system, it can be generalized.
Is my request project-specific but solvable with standard features in the system?
The technical team will inform you during the initial evaluation process.
In what priority order are my requests processed?
Emergency, paid requests, and development difficulty are taken into account.
What are the technical support working hours?
Weekdays from 09:30 to 17:30. Service is not provided on holidays.
Will technical support be provided continuously?
Service continues during the contract period. Renewal is required at the end of the period.
Can I export all my notification history?
No. However, you can take screenshots from each page individually.
What are the paid and free notification types?
Types like "new feature", "custom integration", "consulting" are paid; types like "question", "opinion" are free.
My data has been deleted or lost, what should I do?
Create a "Paid - Data recovery" notification.
Can I get support from the WhatsApp group?
No. Technical support is only provided through the Optifora destek system.
Should I write my software suggestion directly to the system?
Yes. A notification should be opened with the "Paid - New project suggestion" type.
How do I know if a newly opened notification has not been checked?
If the notification color is still PINK, the initial check has not been done yet.
Can unauthorized users log in?
No. Login is only possible for authorized users.
Can files be attached to comments?
Yes. It is possible to attach files to notes.
Are my account credentials from the main system valid in the support system?
No. Separate account credentials are required for both systems.