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What options do I have to create a ticket?

With root360 two ways can be used to create a ticket.

1. Send an email to service@root360.de. A ticket will be created in our system and an employee will contact you within one hour.

2. Open in your browser support.root360.cloud, log in and create a ticket via our ticket portal. Here too, an employee will contact you within one hour.

How do I get access to the ticket portal (Freshdesk)?

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Standard information (please specify in each ticket):

• Which project is this?

• Which environment does this concern? (test, stage, prod)

I have a new request:

Necessary information:

• What do you want to achieve with this requirement? (if necessary we can also offer alternatives from root360)

• (Optional) Which change or configuration can we actually make if they are already known in the technical implementation?

I have a fault condition:

Necessary information:

• What is the error pattern? What happens under what circumstances? For example:

  • Where did the error happen? (Browser, log, etc.)

  • When did the error happen?

  • Is the error repeatable? (permanent, hourly, daily, etc.)

  • Are there potentially known triggers like cronjobs / exports?

  • How can the error be reproduced?

  • etc.

• Are there specific error messages (timeout, connection refused, error codes from web servers like 504, 404 ....)?

• Where are these errors found and what has already been checked? (Log files)

Additional Information:

• What have I already done? (Which logs have I checked?, Have I already tested customizations to configurations ?, Which tests have I already performed?)

• (optional) It is also possible to attach screenshots or other files that help with the transfer of information to the ticket.