How to submit a support request and track your ticket

Every support request sent to SYSMAN is recorded as a ticket with its own ID. The ticket ID lets both sides track progress, keeps the entire conversation in one place and measures resolution time against the SLA commitment.

1. Choose a request channel

Submitting through the form

1. Open the contact page.

2. Under topic, choose "Technical support".

3. Fill in your name, company email, phone number and problem description (see the template in section 4).

4. Submit. You will receive a confirmation email containing the ticket ID.

Note: only the "Technical support" topic creates a support ticket. Other topics (e.g. consulting, quotations) are routed to the corresponding department.

Submitting by email

Email the support address listed on the contact page. Each new email (one without a ticket ID in the subject) creates a new ticket.

Send from the company email address you have registered with SYSMAN, so the request is linked to your business's contract and SLA policy.

Chat on the website

1. Open the chat panel in the corner of the SYSMAN website.

2. The AI assistant answers based on the published guides, articles and service information.

3. If you need to talk to a person, type "talk to a human".

4. If the issue needs follow-up, a SYSMAN staff member can convert the chat into a ticket, and you get a confirmation email just like any other channel.

Staff answer chat during office hours (Mon–Fri 08:00–17:00, Sat 08:00–12:00). Outside those hours the AI assistant still responds and requests for a human are picked up on the next shift; for critical incidents, call the hotline.

Critical incidents

For incidents that take a critical system down, customers with an SLA should call the hotline 0833139247 for immediate response, and also submit a ticket (or ask staff to create one) so the case is tracked and SLA time is measured.

2. The ticket ID

After submitting, you receive a confirmation email containing the ticket ID, e.g.:

T-7K3M9QX2

• The ID is a T- prefix followed by 8 characters.

• Older tickets may have numeric IDs, e.g. T-1234. Both formats are valid.

• Keep the ID and quote it when calling the hotline or discussing the same issue with SYSMAN staff.

If no confirmation email arrives within a few minutes, check the Spam/Junk folder and add SYSMAN's sending address to your safe-sender list.

3. Replying correctly, without duplicate tickets

Every ticket update is sent by email. To add information or answer the engineer's questions:

1. Press "Reply" on that ticket's email — do not compose a new email.

2. Keep the ticket ID in the subject, in the form [T-7K3M9QX2]. You may edit the rest of the subject, but do not delete the ID.

3. Send from the email address of the requester or of a participant on the ticket.

If you reply from an unrelated address (a personal email, or a colleague who is not a participant), the system will create a new ticket instead of appending to the old one. To bring a colleague into the thread, CC them when replying to the ticket email: CC'd addresses become participants and can then reply directly to the ticket.

Other things to know:

• Automatic replies (away messages, out-of-office) are ignored by the system: no new ticket is created and they do not count as a response.

• New problems get new tickets. Do not bundle unrelated issues into one ticket — each deserves its own priority and tracking.

4. What to include

The more complete the request, the faster it is handled. You can copy this template:

Company:
Contact person / Phone:
Affected system or service: (e.g. email, ERP, VPN, file server, website)
Problem description:
When it started:
Scope of impact: (1 person / 1 department / whole company / which branch)
Error message: (paste verbatim or attach a screenshot)
Steps you have already tried:
Recent changes: (new software installed, password change, device moved...)
Suggested priority: LOW / MEDIUM / HIGH / URGENT
Time windows for contact / remote access:

Never send passwords by email or chat. If engineers need access, SYSMAN will guide you through a safe way to share it.

5. Priority levels

State the impact and urgency clearly in the description (the table below helps you self-assess). SYSMAN engineers set the ticket priority based on actual impact.

For response-time details, see Priority levels and the SLA.

6. Tracking progress

• Every update (acknowledged, more info requested, resolved) goes to your email with the ticket ID in the subject.

• To check progress, reply to the ticket email or call the hotline and quote the ticket ID.

• If the incident might involve SYSMAN's shared services, check the status page.

FAQ

I sent an email but did not receive a ticket ID? Check the Spam folder. If it is still not there, call the hotline or resubmit via the form on the contact page.

I accidentally created two tickets for the same problem? Reply on one of them, quoting the other ticket's ID, and SYSMAN staff will merge or close the duplicate.

My colleague replied to the ticket email and a new ticket was created? Your colleague's address was not a participant on the ticket. See section 3.