Overview

This page explains the basics for a customer to use the Datgel's support request system.

The system is Jira Service Management (JSM), which is a module of Atlassian Jira. For information, Datgel uses Jira to track and manage software development and operations.

User account for JSM

You can login using your Datgel ID, and it is linked to the JSM user account based on the email address.  

When your email is added to the system, a customer account is created.  Your account creation maybe be initiated by one of these ways:

• You emailed support@datgel.com
• Someone CCed your email on an email to support@datgel.com
• A Datgel analyst when making an issue or manually adding you to the system
• You signed up here https://support.datgel.com/servicedesk/customer/portal/3/user/signup

You can set and reset your password here: https://support.datgel.com/servicedesk/customer/portal/3/user/forgotpassword

Making a new issue

You can create a new issue in one of these ways:

• Navigate to https://support.datgel.com/servicedesk/customer/portal/3, login and click on the issue type, e.g. Technical Support
• Email support@datgel.com, subject should be a short summary of the problem, and not include another issue reference or code

You should provide

• A full description of the problem
• Version of the software in use
• Define what you did immediately before an error showed
• A screen shot of the problem
• If a Datgel error form shows, click on copy to clipboard and paste the text into the email/issue comment
• Provide relevant files so that Datgel can reproduce the problem, such and a library and project

Working with an existing issue

You can work with existing issues in one of these ways:

• Navigate to https://support.datgel.com/servicedesk/customer/user/requests, select the issue, and make comments etc.
• Reply to an email with the issue reference or code in the subject line

Using the portal

The portal is at https://support.datgel.com/servicedesk/customer/portal/3

From this interface you can search a limited range of support docs, make new support issues, and work with existing issues. 

Our full documentation is here https://docs.datgel.com/support

Product feedback and Voting on new features

Datgel in interested in your input on what new features you would like in our software products.  We have implemented a system to record votes from our users and we invite you to participate.

The feature voting system is hosted within Datgel’s support request system, Jira Service Management.  Hence you will need to login, and if you have not previously registered you will need to do so. 

You can view existing ideas and vote on them here. 

The interface allows you to filter by product, and search for key words. When you’ve found the feature, you can up vote, down vote and comment on it.

If you can’t find your idea already listed, then you can make a new issue.