- Customer Success
- Create a ticket
- Ticket types
- Ticket status
- Ticket priority
- FAQ: Service desk
We’re here for you. The Haiilo Customer Success Team offers you help and support for all your technical and product questions. Your first points of contact here are always our customer success managers. They’ll take on your concern and find the answer or the contact person you need.
Each of our customers has a right to support from Haiilo. What kind of service you receive and how quickly you’ll receive a response can be tailored to your needs. This is why we’ve developed our service packages.
To submit your inquiries about Haiilo, you have the option of creating tickets in our service desk. These tickets are processed in the support times from Monday to Friday between 9:00 a.m. and 6:00 p.m. To allow us to respond to your inquiries as quickly as possible, it always helps us to present all of the information right from the start. This article gives you an overview about the access, the ticket types, the status and the priority.
Our service desk is located directly in our knowledge base and can only be used with a login.
When you purchase Haiilo, you will be assigned service desk accesses according to your service package (one for basic, three for bronze, five for silver and ten for gold).
Once you have set your password via the automatic registration email, you can start asking questions and/or reporting problems. If you have booked a service package that has multiple support users, you will automatically be assigned an organization in the service desk. In this case, your tickets will be shared with the rest of the organization and everyone will have access.
Create a ticket
Please only create one ticket per question or problem. This approach offers the benefit that you can maintain an overview and see what has already been answered. If a similar problem or question occurs again, you can use the resolved inquiries to find the right response more quickly.
To create a new ticket, you must first log in to the service desk. To do this, simply click on "Sign In" in the upper right corner of the knowledge base. Here you log in with your e-mail address and password. Then click on "Submit a request" to open a new ticket.
You will then find the created requests under "My requests" if they were created by yourself. The tabs "Requests I am CC'd on" and "Organizational requests" are an overview of the tickets to which you have either been actively added ("Requests I am CC'd on") or which have been created by someone in your service desk organization ("Organizational requests").
When creating a ticket, you have at the start the option of selecting a precise ticket type. The better you assess your inquiry, the better we can help you.
1. Service request
Use this ticket type if you need any service outside of reporting a problem. All your requests about these topics have a home here:
- Questions about functions
- Booking request for a service package or a license extension
- Questions about the contract, the license, or an invoice
The more information we have about your questions, the better we can answer them.
2. Issue request
Use this ticket type if you want to report problems with Haiilo.
When creating a ticket, the principle of "the more, the better" applies. The more precisely you describe your problem, the more screenshots you enclose, the faster we can help.
Give us direct access to your Haiilo environment. Ideally, provide us with super admin access via our team e-mail address (email@example.com) and we can take a look at the behaviour live. You can, of course, deactivate this account again once the problem is resolved.
It generally always helps if all of the mandatory fields in the ticket are completed diligently. If certain information is unavailable, you can highlight this in the respective field. We’ll be happy to help you find out where you can get this information. Screenshots and videos are always helpful for all tickets. To create these, either use the function in your operating system (Windows: Snipping Tools or macOS: CMD+SHIFT+5) or an online tool.
Please inform us if you’ve already checked certain conditions, as this reduces work on both sides: We don’t need to check again and ask you about it.
2.1 If a red error message appears at the bottom left
If you see a red error message in the bottom left-hand corner within Haiilo, it would be hugely helpful for us if you could create and attach a HAR export of the behaviour. You can learn how to do that here.
2.2 If only certain users are affected
If only certain users are affected by a malfunction, please tell us who the users are who have noticed the behaviour. This way, we can directly check the users by accessing your Haiilo. There are often inconsistencies in the permissions or other user-related settings.
2.3 If only certain browsers are affected
If only certain browsers are affected, please tell us all of the necessary information about this affected browser:
- Browser version (Chrome, Firefox, etc., incl. the current version)
- Any installed plug-ins (Ad Blocker, translation tools, etc.)
- Operating system version (Windows, macOS, etc.)
2.4 If something occurs only under certain circumstances/for certain elements (pages, communities, devices, etc.)
If a partial malfunction occurs in your environment, any information that points to this will help us. This can relate both to the element in your Haiilo and to the affected devices. If you have already noticed differences from other devices, then you’re welcome to tell us about these. Direct access to your Haiilo is also always very helpful to us in these cases.
When a ticket is processed, it can be given various status. You can find out here what the various statuses are and what they mean:
A newly created ticket and/or answered by you is initially on our site and is given the status “Open”. This means we’re working on responding to your request and are possibly conducting tests or consulting our colleagues.
Awaiting your reply
If we’re waiting for a response from you, the ticket is given the status “Awaiting your reply”. If your ticket has this status, we need further information from you. You can always see in the ticket exactly what it is that we need to proceed.
If we have accepted a ticket for Development, it will keep the status “Open” since we, at Haiilo, are still working on the ticket. Additionally, the ticket's "Development status" field will be filled with the appropriate status.
Once our product owners are focusing on your ticket, the status will change accordingly. In case of the status "In Progress" and "Merge & Ship" you will also receive a corresponding e-mail so that you always stay informed about your request.
The work on the ticket has been completed, so it’s finished. We’ll then set the ticket to the status "Solved". You’re welcome to reopen the ticket if you still have any questions. To do this, simply reply to the ticket again.
A ticket with the ticket type “Issue” can be given one of four ticket priorities. Please select these using the following criteria:
A service is running without restrictions in terms of functionality, quality or performance. General inquiries or another type of problem.
A service is running with limitations but is nonetheless available, or a workaround exists.
A service or an individual component of the service has significant quality limitations.
A service is completely down, business-critical applications are unavailable, no workaround exists.
You won’t receive a quicker response if you rate a “low” bug as a “blocker”. Our customer success may adjust your priority.
FAQ: Service Desk
In this article we would like to answer the most important questions about the Service Desk.
- How can you reset/change your password?
- How can you share tickets?
- How do I get email notifications about shared organisation tickets?
- Why was my ticket closed?
- Why does the message "Cookies are required to use Safari" appear in our Safari browser?
- Why do I get the "Forbidden - Invalid Authenticity Token" message when I log in?
- Can we use a shared email address for our access?
How can you reset/change your password?
If you have forgotten your password or need to reset it for any other reason, select “Change password” in the upper right corner underneath your profile picture after logging in to the Service Desk. Then enter your current password and the new one twice.
Please note the following password requirements:
- At least 5 characters long
- Less than 128 characters
- Must be different from the e-mail address
How can you share tickets?
If you have booked a service package for your Haiilo contract, you are entitled to have several accounts within the Service Desk. All your company colleagues are assigned to the same organization in the Service Desk and can thus view any ticket that has been created. This is an automatic process.
How do I get email notifications about shared organization tickets?
To enable email notifications, you will need to click the "Follow organization" button next to your organization in the "Organizational requests" view:
Why was my ticket closed?
To keep the service desk tidy and organized at all times, we have certain automations in place. One of these automations ensures that tickets of the type "Service request" are automatically closed after 30 days on the customer/partner side, as long as no further feedback for the ticket has been received by then. For tickets of the type "Issue" we automatically ask for a status update from you after 30 days. If we do not receive an update after another five days, we will automatically close these tickets as well.
The closed tickets can be reopened within 14 days after closing by an update from you.
Tickets that have been closed for more than 14 days cannot be reopened, but you can create follow-up requests based on the tickets with one click.
Why does the message "Cookies are required to use Safari" appear in our Safari browser?
In your Safari browser, you may see this message when you try to log in:
This is due to a change on the part of Apple regarding their Safari browser. In this case you have to click once on "Weiter" and again on "Weiter"/"Continue":
After that, Safari will offer you a pop up to allow the cookies which you need to accept and then you can log in accordingly.
Why do I get the "Forbidden - Invalid Authenticity Token" message when I log in?
The message "Forbidden - Invalid Authenticity Token" appears in your browser if it disallows cookies for the service desk. Therefore, you need to allow cookies for the service desk and then the login will work.
Can we use a shared email address for our access?
An access to the Service Desk must always be created with a personalized e-mail address, which is traceable to the user.