Introduction

The Ticket Sytem System is used to provide a good overview of all open issues and to guarantee a trouble-free handling and workflow.

This makes handling of issues for the Hilscher Support-Team easier and customers will not have to wait, if a specific Hilscher Employee is temporarily not unavailable, since all other Supporters can easily take place for their colleguescolleagues.

There are two possible ways to create an issue in the Hilscher Ticket System, with two different handlings:

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The easiest way to open a ticket in the Hilscher Ticket System, is to simply send an E-mail

Please note, that the adress address to be used, depends on the location you come from.

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The following table, shows the adresses addresses depending on the customers' location:

If your location is not listed here, please always use the E-Mail adress address hotline@hilscher.com

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• You will get an E-Mail, with the Issue ID, which has been created. For example, SUP-XXXXX.
  For further inquiry, please use the Support number (Issue ID) in the subject line for all future correspondence about this issue. Please note the correct spelling (capital letters and no spaces)
• As soon as your issue has been validated and is now in support queue, you will get a message again.
• The answer will be send sent by the Support Team via mail as well. To send an answer, please just answer to the corresponding mail or mention the Support number (Issue ID) in the subject line. Please pay attention to the correct spelling (capital letters and no spaces).

Please note, that every time you write an E-Mail without mentioning the Issue ID in the subject line, a new ticket will be generated.
This makes it harder to form connections to already excisting existing issues and could cause delays in processing your reqestrequest.

Creating an issue in the Hilscher Ticket System

If an registeres a registered account is available, please open ticket.hilscher.com.

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If available, please insert some attachementsattachments, which could make analysis easier.

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In the tap "Product", please fill in all known product informationsinformation:

When all fields are filled in the far possible, please click .

The Issue created issue, will appear on the Dashboard in the filter "Reported to me".

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After the Hilscher Support Team added an answer to your request, it will be assigned back to you (the . The status of the issue will be for example "need customer info" or "customer approval".

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To answer to the Hilscher Support-Team, send an E-mail as described in the section "Sending an E-mail" or use the commentfunction comment function in the Ticket System.

If no "Customer Response" button is available, the ticket is located at the Supporters TicketboardSupporter's Ticket board.

Therefore, it should be processed as expected.

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