Frequently Asked Questions
Frequently Asked Questions
How to register, submit and follow M-Files Support Tickets
Posted by Sakari Heinonen (M-Files) on 15 March 2018 02:09 PM

Welcome to M-Files Support!

You can submit and follow M-Files support tickets using the Kayako support tool to ensure the best possible M-Files support we can provide.

To start, create a new support account by selecting "Register" from the Support home page

Registration

Then, fill out your information on the registration page, including the "Verify Registration" text:

Account info

 After you have created you account, you will be prompted to verify your email address:

Validate your email

Please access your email and click the activation link that can be found in the verification email. If you do not receive the mail within reasonable time, please check your spam filter/folder for the message.

Verification mail

After clicking the activation link, you will receive a confirmation email about successful registration to our support:

Success

You can now use your credentials to log in from the support Home page. After logging in, please fill in your personal information and preferences. You can also change your password here if necessary.

login screen

You can also add additional email addresses on the profile page

Profile


Submitting a M-Files support ticket

Before submitting a support ticket for M-Files support, please check if you can find a solution to your problem from the M-Files documentation provided:

To submit a support ticket, create a new ticket by selecting "Submit a Ticket" from the Home page

  • Please fill in your information and serial number and as many of the environment details as possible. These details help us to help you better.
  • Please describe your case with as many details as possible. Screenshots or even a recorded video of the problem/incident are always a good way to complement the desrciption.

Ticket details

After creating the ticket you will receive a email receipt of the ticket submission:

Receipt of the submission


Following M-Files support tickets

You can follow your support tickets and post replies to them by selecting "View Tickets" from the Home page:

Follow tickets

If you want to be able to follow all the tickets submitted by your organization, please contact M-Files Support (support@m-files.com)

Support is then able to add a "Manager" role your account to make this possible.

NOTE: If the manager role in no longer need (for example in case of employee departure) you as a customer are responsible to notify M-Files Support about the change.


News and FAQs

You can follow the latest news from the M-Files Support team by selecting "News" from the Home page. You can also subscribe News by entering your email address to the "Subscribe"-field.

As mentioned above, you can access Support Articles and constantly updated Frequently Asked Questions from the home page "FAQ"- link (https://support.m-files.com/index.php?/Knowledgebase/List)

You can search articles by using the Search field or by browsing articles by product category.


Thank you for using M-Files,

M-Files Customer Support Team, http://support.m-files.com

 

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