Introduction

The Ticket 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 colleagues.

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

• Sending an E-Mail
• Creating an issue in the Hilscher Ticket System (registered account needed)

Sending an E-Mail

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

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

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

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

After an E-Mail has been sent to the Support Team, a ticket is created on the Hilscher Ticket System.

Now the following procedure begins:

• 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 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 existing issues and could cause delays in processing your request.

Creating an issue in the Hilscher Ticket System

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

After the login, please click on in the upper part of the window.

The following window appears:

Please fill in a summary and a description of the current issue or question.

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

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

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

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

Since these Dashboards and filters can be customized, it may look different.

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

The Ticket appears on the Dashboard Filter "Assigned to me":

You can see all current answers from the Support-Team, in the "Comments"-area.

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

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

Therefore, it should be processed as expected.