Open a support ticket
What makes a ticket move fast
A complete ticket avoids the back and forth of clarifying questions, which costs far more than the two minutes spent filling it in.
“The workload plan no longer shows September engagements” gets worked. “Beeye issue” gets queued.
Both, not just the second. The gap between them is often the problem itself.
Numbered, starting from a known screen. A problem we can reproduce is a problem we can fix.
It carries in one image what a paragraph describes badly. What it should show is detailed further down.
One person or a whole office, since this morning or since the last release: that is what sets the priority.
Two subjects in one thread always end up blocking each other. Open two.
Describe your problem
Only the starred fields are required.
The screenshot that actually helps
A screenshot cropped to the error message alone removes exactly what would let us place it.
The full screen, address bar includedthe URL says which page and which record you were on
The whole error messageincluding the code or technical reference at the end, even if it means nothing to you
The clock, if it is visibleit places the problem in our technical logs
Redact what needs redacting before you sendclient names, amounts, personal data: a blur or a solid rectangle is enough, and the rest of the screenshot keeps all its value
For a sequence, a short video beats stillsa few seconds of screen recording shows the path that three screenshots never quite tell
What happens next
You get a confirmation email with your ticket reference. Keep it: that thread is the request.
Someone on the support team reads your request, qualifies it and comes back to you, asking for detail if the ticket does not say enough.
Everything happens on that same email thread. To add a screenshot or a detail, reply to the thread rather than opening a second ticket.
Two kinds of request do not belong in this form: a security incident or a question about personal data goes to security@mybeeye.com; a contract or billing question goes to your usual Beeye contact.