Has anyone had difficulty filing a support ticket? I've been trying since last Fri to file one and it keeps sending me in circles. I fill out all the needed fields, including the really tough math question at the bottom and click the Submit Case button. It sends me right back to the page w/o any indication it has been filed. I've tried both IE (10.0.9200.17609) and Chrome (v. 54.0.2840.99 m on two different machines); same behavior.
Hi there, Allen. I'm so sorry you're getting hung up! We've been receiving cases since then, so I'm mystified as to what could be happening to you...how frustrating.
Since you are having such consistent trouble with submitting a case, can you please send an email to support@articulate.com describing your issue? We generally prefer using the case submission form here because it captures more information up front (eliminating unnecessary back and forth), but I want you to be able to get the help you need as quickly as possible!
In the meantime, if you scroll to the bottom of our site, do you see the option to Sign Out in the lower right hand corner? Is there any difference if you sign out and then redirect to submit a case? What if you clear your browser cache? If you include the difficulty you had with submitting a case in your email to our team, we'll be able to do some digging on that issue too.
If you have additional information or response to questions sent by your support engineer, you can simply reply to the e-mail and it will attach directly to your support case for us and the conversation continues.
If you have a new issue, we encourage you to open a new support case with our team here.
7 Replies
Hi Allen
you should be receiving an email that the ticket has been logged and in my experience these go to my junk mail - maybe check that out. Good luck.
Hi there, Allen. I'm so sorry you're getting hung up! We've been receiving cases since then, so I'm mystified as to what could be happening to you...how frustrating.
Since you are having such consistent trouble with submitting a case, can you please send an email to support@articulate.com describing your issue? We generally prefer using the case submission form here because it captures more information up front (eliminating unnecessary back and forth), but I want you to be able to get the help you need as quickly as possible!
In the meantime, if you scroll to the bottom of our site, do you see the option to Sign Out in the lower right hand corner? Is there any difference if you sign out and then redirect to submit a case? What if you clear your browser cache? If you include the difficulty you had with submitting a case in your email to our team, we'll be able to do some digging on that issue too.
How do you add onto an existing case ticket? thanks
Hi Indrani,
If you have additional information or response to questions sent by your support engineer, you can simply reply to the e-mail and it will attach directly to your support case for us and the conversation continues.
If you have a new issue, we encourage you to open a new support case with our team here.
Thanks, Leslie.
What if I need to upload a big file?
Best Regards
Indrani
Hey Indrani,
You should be able to upload a file up to 50MB and if you have a larger one, you could share a dropbox link with our team if needed.
Awesome . Thank you, Leslie.
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