En:Ticketsystem

How to find this page:'

Read your own tickets

In the help forum you can post messages to the Winestro.Cloud support team for free and at any time. The forum is anonymous and visible to all our customers. On the one hand, this is an incentive for our team to provide answers as quickly as possible, but it also serves as a source of information for all customers. In this way, they can communicate with each other and exchange information on certain topics. All Winestro.Cloud employees are active in the forum, which enables a fast processing of enquiries.

Last but not least, the entire Winestro.Cloud team is working hard to constantly improve and modernise the software. The forum plays an essential role in this, as all users of Winestro.Cloud can share their input, suggestions for improvement or ideas with the team and thus with the developers. Before each update, all ideas are thoroughly reviewed and, if possible, integrated into the programme. Active participation in the forum can prove beneficial for all parties ;)

Create ticket / post

First go to the top right of the programme under Help - Tickets - Write Ticket to write your contribution in the help forum. In the new mask you can select the reason for your question. Afterwards, the most frequently asked questions will be suggested to you, along with a link to the appropriate WIKI article. If your question is not listed, you can click on "My question is not listed" at the top right and formulate your question afterwards. Please describe your question as precisely and in detail as possible so that we can help you as quickly as possible. Finally, click on "Publish".

Remember to provide us with the relevant numbers (e.g. tacking / customer / order / invoice numbers) so that we can review the issue as quickly as possible. Screenshots and attached files can also be very helpful in the revision process. 'Don't worry: Attached files can only be viewed by you and the Winestro.Cloud team!

Replying to your own tickets

As soon as you get an answer to your ticket in the forum, you will be informed about it on the start page of your account and by e-mail. You can find the ticket and the corresponding answer under Help - Tickets - Own tickets. There you will find a list of all the tickets you have already written. Furthermore, you can reply to your older contributions here. You are also welcome to contribute your own input to other people's contributions if you have a good idea yourself or would like to contribute your own knowledge in general.

  Please always reply according to the topic of the entry and only open one ticket for a topic! For a new topic: new topic = new ticket.

Watch posts

Under Help - Tickets - All Tickets you can view the whole forum, including the tickets of all our customers. As already mentioned, you are welcome to participate in other contributions at this point. If you find the contribution of a winery interesting or if you have the same problem, you can watch this ticket by clicking on "watch"' (at the bottom of the left side of the ticket). You will now also be notified of replies to this ticket. Another click on the eye symbol will turn off the notifications. Other Winestro.Cloud users will also be informed about the observation.

Rate posts

Via the green or the red thumb you can give us your feedback on the team's answer. Did the answer help you or not?

The archive

In order to maintain clarity, all tickets will be closed after one month and moved to the archive. If your problem still exists or reoccurs, please open a new ticket for the issue. You can view older tickets via Help - Tickets - Archive.

The ticket search

Via Help - Tickets - Search tickets you can search for any ticket. Simply enter a suitable search term and a large number of tickets containing the search term will be displayed.

Frequently asked questions and problems

My post looks funny!

Please do not copy texts or pictures directly from the programme. Copying and pasting from other sources can also lead to formatting problems. Ideally, use the option to attach files if you want to upload pictures or the like.

Why a ticket at all? I want to call!

You can always request a callback or choose a support plan that includes telephone support. But the ticket system has many advantages for you and for us:

1. You have time to write down your request and to formulate it exactly. This helps us to understand your request better and faster.
2. You can submit a ticket at any time - at night or at the weekend.
3. We have time to read through everything at our leisure, to understand the facts and, if necessary, to view them live.
4. We can directly see a lot of information about your access, your last clicks before writing the ticket and thus any problems that may have occurred: This allows us to react much faster and more targeted than by phone or email, as we have to look up everything afterwards.
5. Tickets can be forwarded immediately to the right colleague, which means a targeted response for you.
6. We can resolve the problem in peace and quiet and get back to you with the right answer straight away: This saves you a lot of money and waiting time!
7. There are fewer interruptions because a ticket can wait 5 minutes: This means that your problems and those of all users are dealt with much(!) faster.
8. Everything is archived, so that you and your team still have the possibility to track everything later.
9. We can send screenshots, files and links in bundles and thus exchange them securely and easily.
10. We read all tickets again later: This keeps the quality high and eliminates recurring errors.