Support Tickets

If your Customer Portal account has the Customer User or Site Administrator role, you can use the Customer Portal to:

• Create a new support ticket for Datamine.
• Update an existing support ticket; for example, to reply to the latest comment from a Support Agent.
• Add data to a support ticket to clarify a problem or request.
• See the history of past support tickets and their current status.

Why create a support ticket?

Datamine employs support staff around the world to deal with customer requests. These include software training, understanding software problems and expediting solutions, issuing and updating licenses and anything else that helps you make the most of our software and services.

These requests typically start with a 'support ticket'.

What happens after a support ticket is created?

After a ticket has been raised, a Support Agent reviews it. Depending on the nature of the request and its urgency, the Support Agent contacts appropriate people at Datamine to provide a good outcome for you.

A well-defined request (such as a request for help with the software or to report a bug) will often be actioned more quickly than one where details are sparse. This is particularly true if you have found a software defect. If we can reproduce the problem, a fix is rarely far away.

A Datamine support ticket triggers activities in multiple systems (such as CRM, Support, R&D, and QA). These systems reference the original request, which ensures that we keep track of what you asked for.