How to submit a support request

About

Support requests allow you to raise a complaint, a query, or even seek for assistance or information.

Important: A support request needs to include a step by step scenario, details about the issue or problem, symptoms and observed errors. Compliance with these guidelines allows the support analyst to reproduce the issue and respond faster.

Check the BricsCAD Maintenance plan in the What are the benefits of BricsCAD Maintenance? article to learn more about the support provided by experts on the last 3 BricsCAD versions and Bricsys 24/7.

Steps to submit a support request

  1. Log into your account on www.bricsys.com.
  2. Go to My support request and click the New support request button.
  3. Choose a relevant category based on your issue.
    Note: The correct category allows the adequate analyst to pick up the ticket faster and more efficiently.
  4. Fill in each field accordingly.
    Note: When submitting a ticket, you can request a translated answer by unticking the box for communication from Bricsys.
    • Subject: Type a clear and suggestive title.
    • Contact ID: If you are submitting a ticket on behalf of someone else, the contact ID must always be added.
      Note: The ticket shows up as if the contact submitted it themselves, and the contact can also see all the external replies.
    • Select type: Select the relevant type for your support request.
      • Administrative question and Commercial question: The requests are assigned by default to the commercial support.
      • Bug report, Feature request and Technical problem: The requests are assigned by default to the technical support.
      • Unknown: The request cannot be assigned to any other type.
      Note: Make sure to select the relevant type for a faster response. After the support request is created, the type is not displayed.
    • Severity: Select the relevant severity when creating the ticket.
      • Blocker: To be used if you are really blocked from working and a resolution is urgent.
      • Critical: The issue is important and urgent.
      • Major: The issue has a real impact on your way of working.
      • Medium: To be used for a regular request as a standard status.
      • Suggestion: To be used for feature requests and issues that are not time sensitive.
    • Operating system: Select the operating system for your computer.
    • Operating system version: Type the version of your operating system.
    • BricsCAD language: Select your BricsCAD language.
    • BricsCAD version: Select your BricsCAD version.
    • Description: Type a step-by-step procedure together with a well-defined starting context.
      Important:
      • Provide a detailed description of the workflow, including any specific commands or actions that may be causing the issue.
      • If possible, a scenario should start with a default BricsCAD user profile, a new drawing, no third-party plugins or user customization, and a default CUI file. Check also the How to start BricsCAD in Safe Mode, without any applications? article.
      • If you want to report a crash check also the What files to include when reporting crashes? article.
    • Add attachment(s): Allows you to attach the drawing file if needed.
    Note:
    • When Applications is chosen as a category, an extra field becomes available where you can choose the application you are using. Tick the I think this problem is BricsCAD related checkbox for the ticket to go to the Bricsys support, or uncheck it for the ticket to go to the application developer. You cannot edit it after submitting the request.

Status of a support request

  • Open: The support request is submitted.
  • Investigating: An analyst started investigating your issue.
  • Waiting for a response: The analyst needs to receive more information from your side.
  • Closed: The analyst closed the support request.