How To: Submit and Track Support Tickets

Introduction

Synergy SKY uses a support ticket system to assist customers with any questions they may have on the software. If you are ever in need of help, you'll be asked to first submit a ticket. This article will cover the requirements for submitting a ticket, and the different methods.

Prerequisites

Required information before submitting a support request (JOIN/CONTROL/Suite)

In order to submit a support ticket with us, you will need to provide certain information when you submit your ticket:

• The version number of the Synergy SKY software
• A detailed description of the problem
• Logs - Service and Config (please refer to this guide, if your attachment is too large, let us know in the ticket and we will provide you with a secure upload link, )
• Configuration (screenshots or an export of your configuration, refer to this guide)
• Names of rooms and meetings causing problem, as well as the rooms and meetings used for testing or reproducing the issue
• If the problem is relating to a meeting, a screenshot or (preferably) the meeting invitation .msg file
• A description of which troubleshooting steps have already been performed

In Addition, for ANALYZE

1. SSH into ANALYZE server and log in
2. Select option 5'Support Menu' 
   
   
   
3. Select option 1'Show system info' and take screen shot
   
   
   
4. Select option 7'Services' and take a screen shot
5. Zip together all information including logs for submission

Log Locations

Synergy SKY Suite

1. CONFIG TOOL > Logs
2. Click CREATE COMPLETE LOG BUNDLE
   
   This will assemble a log bundle and then provide a link to download it as a .zip file

JOIN

• Service logs are here: C:\SynergySKY\SynergySKYEnterpriseScheduling\Logs
• Config logs are here: C:\SynergySKY\SynergySKYConfig\Logs
• Zip contents into single compressed file and attach to ticket

CONTROL

• C:\SynergySKY\SynergyCONTROL\Logs
• Zip contents into single compressed file and attach to ticket

ANALYZE

1. SSH into ANALYZE server and log in
2. Select option 5'Support Menu' 
   
   
   
3. Select option 5'Create support log bundle file'
   This will initiate a process that creates an archive of the current logs.
   
   
4. Download them from the specified url provided in the summary
   

Submitting a ticket

1. Navigate to https://helpdesk.synergysky.com/hc/en-us
2. In the top-right corner, click Sign In
3. In the top-right corner, click 'Submit a request'
4. Fill in the support request form
   
   
   
5. Attach required files listed above (Please zip log folders and any other files into one compressed file)
6. Add any further details
7. Click Submit
   

Important note: If you are submitting a ticket without logging in to your account first, you may be required to verify your email address before the ticket will be submit to our system. After clicking "Submit", you will be redirected to the main Support page and a message may appear alerting you to check your provided email address for verification.

Submitting a ticket - Alternate

In some instances you may be prompted by our team to submit a ticket via email. This can also be used if you are unable to access the Support portal. Keep in mind this method does not provide the same level of detail as the webform. 

Simply send an email containing the required information listed above to: support@synergysky.com

Managing and interacting with tickets

If you have an account within our support system, after submitting a ticket you'll be presented with the "My Requests" window, which will show all of your current opened, CC'd, or related tickets and their status. From here you can respond to anything that needs your attention, or add more to the tickets you have open.

Related articles

• Configuration Reference
• How To Guides
• How To: Import / Export Configuration
• How To: Using the Logs