Support Ticket
Using the buttons on the MarvelChart main command bar, you can open a ticket for the problems you are experiencing. The buttons related to support tickets are:
Log Files — The log files are text files generated by MarvelChart that contain information regarding the use and status of the application, and are generally used for reporting malfunctions. The commands available from this button include:
View Files — Opens the Windows folder where the MarvelChart log files are stored;
Send Files for remote assistance — Send a compressed archive of the MarvelChart log files to the remote assistance system. It is recommended to use this function every time you want to report a MarvelChart malfunction.
New Support Ticket — Opens the web page for creating a new support request and error reporting ticket;
Opening a Support Ticket
Clicking on the 2 "New Support Ticket" button, or directly from your browser by going to https://ticket.marvelchart.com/, will start the wizard for opening a support ticket and reporting errors.
Step 1
Click on the "Open a New Ticket" button
Step 2
Complete the required fields and provide detailed information about the error encountered.
If possible, indicate which steps to perform to reproduce the problem.
Click on the "Create Ticket" button.
After a few seconds, the ticket opening confirmation message will appear. During the ticket opening phase, the system will send a confirmation email message that will contain the unique ticket number and a link to open the ticket progress status check page.
Checking the progress of a support ticket
To check the progress of a support ticket, just open the E-Mail message received during the ticket opening procedure and click on the link in the message itself.
The staff's responses will appear on the ticket status page, and from there you can add additional comments or messages and attach files.