CONTINUOUS FOLLOW-UP
Find here all information regarding onboarding, training and support.
Working with the community is an important element of our DNA.
A Feature box is available directly on the wiki website and it allows our users to suggest new functionalities, share ideas and discover our future features. This shared space includes a voting system where users can support suggested features. Users can also follow the progress of our updates or development patches directly through this website.
The Helpdesk collects users comments and forwards them to our developers. They can also schedule a work session with our product manager to discuss any significant improvements.
An incident on the platform could be a design flaw, a slow response time, a loss of function, a module malfunctioning or a full-scale downtime.
The user reports the incident to the helpdesk directly from the platform, from the website, or from the wiki.
The Helpdesk evaluates the incident and assigns a priority level.
The Helpdesk investigates to provide a solution.
When a solution is found, the Helpdesk closes the event, but only after verifying that the customer has no additional issues.
