To submit a support request

1. Navigate to https://www.sisense.com, click on 'Customer Login' if you have a Sisense.com account and authenticate
   
   
   
2. Click on the 'Support'
   
   
   
3. Under 'Stuck? Get help from our Support Team' click on the 'Submit Ticket' button
   
   
   
4. Select which type of Sisense organization you are a part of:
   
   
   • Self-Hosted: You have a current license with Sisense and your organization hosts your Sisense instance either on your own hardware (on premise) or with a third party 
   • Sisense Cloud: You have a current license with Sisense and Sisense hosts your instance ("Managed Services")
   • Sisense Partner: You are a Sisense partner as defined on this page: Partner Ecosystem
   • Trial: You are trying out Sisense and do not have a current license with Sisense
     
     
5. Fill in the corresponding fields of the request. If you are not logged in you will need to provide your email address. If you are logged in, you can add additional users as a carbon copy (CC).
   
6. As you enter the subject of the problem, suggested articles will show up. Please take a look at relevant articles before submitting the request to see if the issue you are facing is addressed in one of these articles.
   
   
   
7. Write a description with the information about your request. 

   Here you can find more information on how to build a meaningful ticket and what information to attach in the request:

   • What are the symptoms? Describe the issue you are experiencing? 

   This will help us to understand the issue better

   • When did the issue first begin? Has it ever worked as expected in the past?

   It’s how we will know if it is related to the changes or can be an issue for your specific implementation

   • Have you conducted any recent changes, such as system changes or Sisense version upgrade?

   We might have issues that are related to a specific version, plugins compatibility etc. This will help us identify where should we look during the troubleshooting process

   • Does the issue reproduce at all times, or only in a specific scenario?

   In some cases you can reproduce the issue only when following specific steps, that is why such details are important

   • Does the issue occur across the board, or only on specific dashboards/cubes/users?

   We might need to review your specific implementation, dashboard, model to reproduce the case. This will save time for the testing process.

   • During the time of the issue, do you find the system under high RAM/CPU utilization?

         Sometimes issues are related to the server your Sisense is installed on. The amount of memory,                 CPU, disk capacity can affect the performance and cause other issues.

1. • Add a description of the impact - How does this affect users? Can you work around this issue? Security - is data security compromised? Integrity - is data integrity compromised? (missing data, wrongful data, wrongful results).

   This will help us to build the flow of the ticket and prioritize the steps (if we have time to review the root cause, or we need to find a quick workaround first).

   
   
   
   
2. Add any attachments.
   
   The file size limits is 50 MB 
   
   
3. Click Submit.
   

You can update an existing support request ticket with a comment by email. 

Your email must reference an existing ticket ID, using the proper syntax, in plain text. You must have permission to update the ticket, either as the ticket requester, a CC on the ticket, or a member of a shared organization for the ticket.

You can update any existing support request that is not closed with a comment.

You can also add CCs to an existing support request. And if you belong to multiple organizations, you can also change the organization for a support request when you view it in the community.

To update an existing support request

1. Click your profile icon on the upper-right side of any of the community page, and then click My activities.

   

   By default, the My Activities page displays all requests that you have submitted.
2. Click the link for the request you want to update.
3. Add a comment to update the request.
4. You can add an email address to copy a user on the ticket

   When you add a CC to an existing ticket, you must also add a comment.

5. If you belong to multiple organizations, you can change the organization for the support request.
6. Click Submit.

You can use the forums to track your support requests.

If you belong to multiple organizations, you can also change the organization for a support request when you view it in the forums.

To track your support requests

1. Click your profile icon on the upper-right side of any community page, and then click My activities.

   

   By default, the page displays all requests that you have submitted. An open request is a ticket that's been assigned to an agent who is working to resolve it. A request awaiting your reply is a ticket that's been assigned to an agent, but the agent is waiting for more information from you before resolving the ticket.

   

2. To see a filtered view of all your requests, enter a search term in the Filter Requests box or select a request status from the Status menu.
3. To see details about a request, click the request title.

   If you belong to multiple organizations, you can change the organization for a support request when you view details for that request.

You can withdraw a request by marking it as solved. The request must be assigned to an agent before you can mark it as solved.

To mark a request as solved

1. Click your profile icon in the upper-right side of any page, and then click My activities.
2. Click the title of an open request to open it.
3. Select the option on the lower side of the request to mark it as solved.
4. Enter any comment you want in the reply and click Add Reply.

You can reopen a solved request by creating a follow-up ticket.

To create a follow-up to a solved request

1. Click your profile icon in the upper-right side of any page, and then click My activities.
2. Click All my requests in the sidebar.
3. Click the title of a solved request to open it.
   Tip: If you have a long list of requests, filter the view by selecting Solved from the Status menu.
4. Click the link on the lower side of the request to create a follow-up request.
5. Complete the follow-up request and click Submit.