Get help

Scopevisio supports you in many ways when using our software.

Online help

Since you are reading this, you are already in our online help. Otherwise, take a look at https://www.scopevisio.com/ or call up context help via the ?-symbol at the top right of each form.

You can also access our online help via the lifebuoy symbol at the top left of the toolbar.

Support tickets

A video often says more than 1000 words...

Even though you can read about the entire process in detail below, we have prepared a video to help you understand it better:

You can also access the Support ticket menu item via the lifebuoy symbol in the toolbar.

Create support ticket

Open a support ticket or let us know what you think. Click on Support ticket (see above) to open the following form.

Fill in the support ticket

Fill in at least the yellow marked mandatory fields. The numbering corresponds to the numbers in the illustration.

Enter a category from the selection list: Suggestion/Idea or Problem.
Use the selection list to specify an area.
Specify the object of the problem via the selection list.
Enter a subject.
Describe the problem or your suggestion.
Agree to the inspection for a specific purpose so that we can understand the problem.
Attach one or more screenshot(s).
Attach documents.
Click on Send.

Instructions for filling out a ticket

Please describe the problem as accurately as possible, including the steps we can use to reproduce it here. You may have received an error message in the message window, copy and paste it.

Structure of a support ticket

Ideally, the description of the problem / suggestion should have the following structure

Further information

Describe the problem in short sentences.
Name the menu item, the form, any entries in the selection help and other important entries that contribute to the understanding of your request.
Describe the behavior you expect.
Imagine that you have to explain the problem to a layperson.
Attach a screenshot to the support ticket to illustrate the problem.
Indicate which form the problem relates to. The form name is given above.
Briefly describe what action you wanted to take.
Avoid abbreviations.
Do not write too many suggestions in one ticket. If necessary, divide the suggestions into several tickets.

Editing a support ticket

Support tickets that you have entered are listed in your application (under Support ticket), see below.

Select the ticket you want to edit and click Edit to edit the ticket.

When you are finished, click Send again.

Close support ticket

Close the ticket when your request has been processed to your satisfaction or the problem you have described has been solved.

Switch to your support tickets (via Support ticket).

Select the ticket to be closed in the overview and click on Close.

Closed tickets cannot be reopened. You can show the closed tickets in the table using the Show closed tickets checkbox.

Activate service access

Some problems need to be examined by a specialist in order to solve them. You can therefore give our support team temporary access to functions of your Scopevisio application.

Select the lifebuoy icon at the top left of the toolbar and click on Service access.

You can now activate service access for Scopevisio employees. If you grant write access, they can create or change data in your application to try out solutions. Without write access, they can only observe the processes.

You can automatically end access after 24 hours or deactivate it manually.