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Customers who have support and maintenance plans in place can contact AGAT support using email: support@agatsoftware.com

Sending an email will create a ticket in AGAT’s ticketing system (ZOHO desk) and will automatically reply with a ticket number in the subject line.

An engineer will respond shortly to this ticket, during the following working hours:

  • Sunday – Friday, 5 am – 5 pm GMT/UTC (for Europe customers)

  • Sunday – Friday 3 am – 3 pm EST (for US customers)

Please always communicate by email, preserving the ticket number appearing in the subject line, in order to keep track of the conversation.

What

Guidelines on how to open a ticket and what to Include in Email


1)



  1. Please report every issue in a separate ticket. Avoid mixing several issues in the same ticket .
  2. Create a new email message to support@agtsoftware.com .
  3. Subject -The subject of the email should include a short description of the issue.
   
  1. For example: Unable to share desktop in pre-trade meeting,
(you’re welcome to add your contact from AGAT in CC)
2) Add the exact time of the incident
3)
  1. You can copy your account manager at AGAT as needed.
  2. In the email boy include :
    1. Description of the end user experience.
    2. Severity of the issue (high / medium / low)
    3. Scope - How many users are effected by the issue (all / some specific users)
    4. Reproduce - Step to replicate the issue. Please be exact and detailed as possible. For example: Create a meeting from the meet now button in the Teams calendar tab. Add an external user. Try sharing your desktop.
    5. Time- Time of the incident Indicate your time zone
    6. Users - Indicate the full username used to sign in that experienced the issue (just the display name is insufficient)

4) Indicate what was the user experience
5) Indicate if this is a persistent issue that you can replicate
6) Did it affect other users, or just this user?  If it affected other users please indicate which other users.
7) For on-prem deployments, add components logs
    1. . If more then one user is effected, please include as many as possible
  2. Data to send :
    1. Screenshots - include as possible of end user experience 
    2. client self diagnostic page If you are using the proxy - please run the client self diagnostic page https://proxytest.agatcloud.com/ and click on the send to AGAT with comments. 
    3. Client logs - Generate and send client logs to AGAT as explained here: Teams Client Logs to Send for Analysis to AGAT
  3. Uploading large log file- Use the following  https://customers.agatsoftware.com for uploading large file. Enter your ticket number in the "Ticket Number" field. Password will be supplied by our support.


    See Also: