MageSpecialist technical support use is very easy.
Follow instructions below to open a new support ticket or manage existing ones in minutes.

How to obtain username and password for login

Login to MageSpecialist shop to be able to use techical support.
This operation identify the customer and allow us to keep a direct support channel for all support requests and to send you documents or information.

Just register on our shop or make a purchase following the registration wizard to have your login data enabled.

Requirements for access support services

Make sure you fill-in all data required at registration to have your request processed soon.
In particular you have to provide the following data:

• First and Last Name of person who use the system
• Company Name
• VAT code (if applicable)
• Phone number
• Company address
• Valid email address directly available to the referring person (all notification and communications about support request will be delivered to such email address)

All data provided will be processed and kept under the terms of our Privacy Policy and without such data support services can't be processed.
Read our Privacy Policy here.

How to access Helpdesk dashboard

Use "Helpdesk" text button on top right of all pages to login and access your account dashboard.
Within your dashboard you wll be able to check your credit balance and manage all your support requests.

How to recover forgotten password

If you have forgotten your password click on Forgot Your Password? and follow on screen instructions.
Just fill-in email address you have specified at registration time and clink on "Send" button. Old password will be reset and a new auto-generated one will be send to your email address.
You can decide to keep autogenerated password or change it within your account.

How to create a new ticket

IMPORTANT NOTICE: Only one request at once is allowed, every request is considered a ticket.

To open a new ticket follows instructions below:

1. Login to MageSpecialist Shop
2. Click on "HELP DESK" text button on left side of your dashboard page.
3. Under "Create new ticket" label fill-in your request specifing:
   
   • Subject: title describing request type (required field)
   • Order: if you need support for an order you have placed you can select it for a faster reply by our operators.
   • Department: Specifying department you are telling us request type: use Technical Dept. for technical issues support and consulting. Use Sales Dept. for quotations, issue reguarding website, orders, payments and invoincing. (required field)
   • Priority: priority level of your request (required field) - IMPORTANT: priority level higher than normal have different credit cost (Lern more at Type and pricing)
   • Message: Description of your problem and/or request. (required field)
   • Attachment: you can attach files to your request add more more specific details (required field)
4. Click on "Send ticket" button

IMPORTANT: It's essential you are the more possible detailed filling-in your request, to help us processing and solving the problem. Make attention to description field In particular: more detailed description means quicker request processing.

In case you want attach a file, use Browse button to select a file from your machine.
Once request is completeley filled-in just click on "Send Ticket".

Ticket management

Once you have logged in click on "HELP DESK" text button on left side of your dashboard page to manage all your tickets.

First part of page displays all your request, both opened and closed.
Every ticket have the folloqing main information:

• Unique Number (#): Unique number identifying every request. it's important to manage ticket via email.
• Date: Show tickets opening date.
• Subject: Show ticket subject.
• Status: Ticket status. It can be open or closed.
• Priority: Priority level of ticket - IMPORTANT: priority level higher than normal have different credit cost (Lern more at Type and pricing)

To display all information related to a single ticket click on "View" button on the left of every ticket or click Ticket Number. Inside a single ticket you have all information since it's open.
IMPORTANT: Most recent answers are display on bottom of list.

To send an answer or a comment just wirite it on text area on top and click "Send message" button.

Request processing consists of active comment exchange between you and our operators.
During request management new answers/comments and new files can be sent.

Ticket management via email

How to close support tickets