Use the proper channels

If you want the best levels of support for you then we ask that:

• You understand that "`If it's not a ticket it's not an issue". We use support tickets to maximise trace-ability and require everyone to use this as their primary way of raising issues.

• You must clearly state your issue.

• **All **support requests **must **be submitted on the [help portal](https://drflow.freshdesk.com) or sent via email at [help@drflow.co.uk](mailto:help@drflow.co.uk).Please `do not use our personal email accounts.

• We monitor tickets 9.30 - 5.00 (UK) on all working days where we can escalate internally as needed.

• We would suggest that two people be nominated as your main contacts for raising support requests. We would appreciate the names, direct telephone number and email addresses of these two nominees to be provided for each company. We will create user accounts for your key contacts so that they can see the status of any ticket that's linked to your organisation.

• If you want to phone us because of an urgent matter, please submit a ticket first** and **have our ticket number to hand.

• Please make sure that you submit `one ticket per issue, don't mix and match issues - it will only serve to confuse matters.

Asking for help

When asking for help it's best to consider:

• Does the issue affect you alone or also your colleagues?
• Have you checked with a colleague to see what they think?
• Should you contact your own IT team first? You may, for instance, have issues accessing the internet.
• Have you tried using a different PC / different browser?
• Is this something that happened once, occasionally or every time you try?
• What's changed? Most often `something has changed - maybe working from home, you have a new computer, your computer has recently been updated.
• Are you providing us with enough information to understand the issue?
• What do you expect to happen, and what are you actually seeing?
• How did you arrive at the problem? Detailing the steps you took leading up to the issue are often far more important than describing the result.
• Is this something that we can replicate? Do we have access to the same systems you do?

**`Minimum **ticket information

You must make sure that you contain enough detail to replicate an issue**, specifically **as a minimum:

• screenshot to demonstrate and if you are taking a screenshot **`please include the whole screen **because column headings, URL's in a toolbar, etc might be relevant. Unless you are shielding private data please don't just send a tiny snippet out of context. Windows 11 snipping tool now has built-in functionality to redact some personal information.

• We recommend you use either Snipping](https://support.microsoft.com/en-us/windows/use-snipping-tool-to-capture-screenshots-00246869-1843-655f-f220-97299b865f6b) or, **even better**, '[Record Steps to Reproduce a Problem both available from the start menu in Windows 7 and later.

• specific document references such as file names or search terms you might be using, `paste these into the ticket, please do not rely on the screenshot alone.

• your best estimate of the date/time when something happened which will assist when we check audit/logs.

ABBYY FlexiCapture specific

If you are submitting an ABBYY FlexiCapture related ticket in particular, please make sure to include all of the following:

• **Project name or address**e.g. [http://yourserver/3](`http://yourserver/3) you see this when opening one of the workstations
• `Web or Windows station?
• `Batch name...and also, if you know it, batch type
• `Task namee.g. "Verification" or "Exceptions", or you are not in a task (but perhaps should be)
• Document number**If you are in a task of 10 documents within a batch of 100 then the number you see in the first column is only valid within that task. Right click on the document, properties... **DocumentId is an 8 digit number.
• *Document type**This is normally visible in a column, also on the properties of the document. Watch out if it tells you "*ver. xx, a newer version is available" - this could very well be the cause of your issue. Have you updated to the latest version?

Our committment to you

We will always respond to you promptly to acknowledge your issue and ensure that we resolve as quickly as possible. As long as you are able to help us replicate what you experienced then the fix is generally very quick.

Occasionally we will need to send a pre-canned response to indicate a ticket is insufficiently explained with poor screenshots or a lack of information we need to help you. Please get back to us as quickly as possible because the longer the time between an issue and investigation the harder it is to assist you.

Lastly - we know you love us and we love you more when you **don't thank us **when a ticket is closed (fixed) - it re-opens the tickets which makes more work fo all. **Do reopen a ticket **if you don't believe that the issue has been resolved. It can be helpful to reopen an old ticket by reply if you see a reoccurance of an old issue.