Welcome to our Support team! Upon being added to our Support Freshdesk system, you will receive a welcome email that invites you to set up a password, which will grant you access to Freshdesk and our ticketing system.
To help you navigate this process effectively, we have created a step-by-step guide on how to submit a new support ticket.
How to Submit a New Support Ticket
1. Log In to Freshdesk
- Click here or type in https://support.bookinglive.com/support/login onto your browser to access Freshdesk and log in using the password you created from the welcome email.
2. Create a Ticket
- Click on the Tickets tab in the menu.
- Select the + New Support Ticket option.
3. Fill in Ticket Details
- Subject: Enter a relevant and concise subject for your ticket to help us quickly understand the issue.
- Priority: Choose a priority level for your ticket based on the guidance below:
| Response Time | Resolution Time | ||
| Low | A non-critical issue or question where there is limited operational impact. A small number of users are affected. | 5 business days | 60 business days |
| Medium | A non-critical issue where there is moderate operational impact or non-critical loss of functionality on production software. A small number of end-users are affected. | 1 business day | 20 business days |
| High | An issue that is creating a significant operational impact. A large number of end-users are impacted by issue but they are still able to work in a limited capacity. | 4 hours | 5 business days |
| Urgent | A critical issue where the software does not function or is preventing business operations. A large number of end-users are prevented from working with no procedural workaround. | 1 hour | 24 hours |
4. Area Affected
- Select the relevant area affected as accurately as possible. This helps our team direct your ticket to the right department.
5. Detailed Description
- Complete the Description box with comprehensive information regarding your issue.
For example:
- If you’re experiencing an error, describe the steps to replicate it.
- If you are querying an order, please provide the order ID along with any relevant details.
6. Submit Your Ticket
- Click Submit to create your ticket. You will receive immediate confirmation that your ticket has been submitted successfully.
Managing Your Tickets
Once your ticket is submitted, you can view and manage your open tickets at any time by returning to the Tickets tab. You will be able to track the status of your tickets and receive updates from our support team directly within Freshdesk.
Additional Support
If you encounter any issues while using Freshdesk or if you have questions, please do not hesitate to reach out for assistance. Our support team is here to help you!