3️⃣ Opening support tickets

When to open a support request

Support should be used when:

• you are working on a real technical case
• the situation is specific and defined
• you need a precise answer

When NOT to use support

Support is not intended for:

• general questions
• early exploration
• undefined situations

In these cases, it is better to:

• explore the catalog
• review technical content
• clarify the context first

What makes a support request effective

A good support request includes:

• clear description of the problem
• relevant technical details
• context of use (application, component, system)

This allows faster and more accurate responses.

What happens if information is unclear

If the request is not clear:

• additional questions will be needed
• response time may increase
• the solution may be delayed

Practical approach

Before opening a ticket:

• confirm what you are trying to achieve
• gather the necessary information
• define the case clearly