View source for Customer Support Tickets (Easy8)

<div style="border:1px solid #c8d3e6; background:#f4f7fc; padding:12px 16px; margin-bottom:16px;">
'''Your access to Hallo Welt! support'''<br />
Use our ticket system '''Easy8''' to report questions, bugs and orders to the Hallo Welt! support team. You can also check the progress of your requests here at any time.
This guide shows you step by step how to use the system.
</div>

== Your login details at a glance ==
{| class="wikitable" style="width:100%;"
! style="width:25%;" | What
! Details
|-
| '''Address (URL)'''
| https://support.hallowelt.com
|-
| '''Username'''
| Your personal username (e.g. <code>company.xy</code>), included in our email to you
|-
| '''Password'''
| Sent to you by email
|}

<div style="border-left:5px solid #e67e22; background:#fdf2e9; padding:8px 12px; margin:10px 0;">
'''⚠ Important:''' Change your password immediately after logging in for the first time. This protects your account from misuse. → [[#Changing your password|Here's how]]
</div>

== Logging in and setting up your account ==

=== Logging in ===
{| class="wikitable" style="width:100%;"
! style="width:5%;" | Step
! style="width:45%;" | What to do
! View
|-
| style="text-align:center;font-size:1.4em;" | '''1'''
| Open https://support.hallowelt.com in your browser.
| rowspan="3" | [[File:login 20261012 153434.png|alt=Login into Easy8|frameless|540x540px]]
|-
| style="text-align:center;font-size:1.4em;" | '''2'''
| Enter your '''login''' and your '''password'''.
|-
| style="text-align:center;font-size:1.4em;" | '''3'''
| Click '''Login'''.
|}

<div style="border-left:5px solid #3e5389; background:#eef2f8; padding:8px 12px; margin:10px 0;">
'''💡 Forgot your password?''' On the login screen, click '''Lost password''' and follow the instructions.
</div>

=== Changing your password ===
{| class="wikitable" style="width:100%;"
! style="width:5%;" | Step
! style="width:45%;" | What to do
! View
|-
| style="text-align:center;font-size:1.4em;" | '''1'''
| Open https://support.hallowelt.com/my/password<br />''(alternatively: Profile → at the very bottom, '''Change password''')''
| rowspan="4" | [[File:passwordchange 20261012 153251.png|alt=Change Passwort  in Easy8|frameless|550x550px]]
|-
| style="text-align:center;font-size:1.4em;" | '''2'''
| Enter your current password in '''Current password'''.
|-
| style="text-align:center;font-size:1.4em;" | '''3'''
| Enter your new password in '''New password''' and '''Confirmation''' (at least 6 characters).
|-
| style="text-align:center;font-size:1.4em;" | '''4'''
| Click '''Apply'''.
|}

=== Personal settings (My account) ===
Here you can specify, for example, which email address notifications are sent to.

{| class="wikitable" style="width:100%;"
! style="width:5%;" | Step
! style="width:45%;" | What to do
! View
|-
| style="text-align:center;font-size:1.4em;" | '''1'''
| Click your '''profile icon''' in the top right corner.
|[[File:profile 20261012 153510.png|alt=Profile in Easy8|frameless|550x550px]]
|-
| style="text-align:center;font-size:1.4em;" | '''2'''
| Use the '''Edit profile''' button.
|[[File:edit-profile 20261012 153546.png|alt=Edit Profile in Easy8|frameless|550x550px]]
|-
| style="text-align:center;font-size:1.4em;" | '''3'''
| Adjust your '''profile settings'''.
| [[File:profile-settings 20261012 153616.png|alt=Profile Settings in Eay8|frameless|550x550px]]
|}

'''The most important settings:'''
{| class="wikitable" style="width:100%;"
! style="width:30%;" | Section
! What you set here
|-
| '''Information'''
| Name, language and the email address for notifications
|-
| '''Email notifications'''
| Which events in the ticket system you are notified about (by email or RSS)
|-
| '''Change password'''
| Button at the very bottom, next to Save
|}

== The ticket system at a glance ==
Your start page has three tabs:

[[File:tabs 20261012 153841.png|alt=Tabs in Easy8|frameless|850x850px]]

{| class="wikitable" style="width:100%;"
! style="width:25%;" | Tab
! What is it for?
|-
| '''New ticket'''
| Submit a new request to support → [[#3. Creating a new ticket|Section 3]]
|-
| '''Open tickets'''
| All requests currently being worked on → [[#5. Understanding open tickets|Section 5]]
|-
| '''Closed tickets'''
| All completed requests → [[#7. Closed tickets|Section 7]]
|}

== Creating a new ticket ==
You will find the form for a new ticket directly on the start page in the '''New ticket''' tab.

[[File:new-ticket 20261012 153925.png|alt=New Ticket in Easy8|frameless|850x850px]]

<div style="border-left:5px solid #3e5389; background:#eef2f8; padding:8px 12px; margin:10px 0;">
'''💡 Basic rule: one ticket = one issue.'''<br />
Only combine several points in one ticket if they clearly belong together. This allows us to handle each request in a targeted and timely manner.
</div>

=== How to fill in the form ===
{| class="wikitable" style="width:100%;"
! style="width:5%;" | Step
! style="width:20%;" | Field
! What to enter
|-
| style="text-align:center;font-size:1.4em;" | '''1'''
| '''Subject'''
| A short, descriptive title.<br />''Example: “Button on the start page should be green”''
|-
| style="text-align:center;font-size:1.4em;" | '''2'''
| '''Description'''
| Describe your request as precisely as possible. Use the checklist below.
|-
| style="text-align:center;font-size:1.4em;" | '''3'''
| '''Project'''
| Select the appropriate project, e.g. “Support” or a specific order.
|-
| style="text-align:center;font-size:1.4em;" | '''4'''
| '''Attachments'''
| Upload screenshots or files (max. 11.8 MB per file), e.g. annotated screenshots or, for migrations, the migration questionnaire.
|-
| style="text-align:center;font-size:1.4em;" | '''5'''
| '''Save'''
| Click '''Save'''. Your ticket has now reached us.
|}

=== Checklist: this information helps us understand your request faster ===
{| class="wikitable" style="width:100%;"
! style="width:5%;" | ☐
! style="width:35%;" | Question
! Example
|-
| ☐
| '''What exactly happened?'''
| “When I click ''Insert image'' in the editor, an error message appears.”
|-
| ☐
| '''When and where does it occur?'''
| “It crashes in the visual editor (WYSIWYG); in wikicode mode it works.”
|-
| ☐
| '''Which browser and version?'''
| “Firefox 130”, “Chrome 128”
|-
| ☐
| '''Which system?''' ''(only if you have several wikis or a test system)''
| “Production wiki” or “Test system”
|-
| ☐
| '''Is there a workaround?'''
| “It works via wikicode mode.”
|-
| ☐
| '''How urgent is it?'''
| “Blocks the whole team's work” or “Can wait until next month”
|-
|☐
|'''Take screenshots!'''
|Show us exactly what you are doing
|}

== Projects and quotas ==
Your tickets are organized in '''project folders'''. In each project folder you can see the related open tickets and – if it is a quota of hours – the hours still available.

[[File:porject-structure 20261012 154426.png|alt=Project Structure in Easy8|frameless|850x850px]]

{| class="wikitable" style="width:100%;"
! style="width:10%;" | No. in image
! Meaning
|-
| style="text-align:center;" | '''1'''
| Your '''contract type''' with Hallo Welt!
|-
| style="text-align:center;" | '''2'''
| Your personal '''customer project'''
|-
| style="text-align:center;" | '''3'''
| The '''project you are currently in'''
|}

Use '''Project overview''' to open the overview of a project folder. There you can see all tickets of this project '''and all its subprojects''', as well as the available quota.

[[File:projectoverview 20261012 161523.png|alt=Project Overview in Easy8|frameless|850x850px]]

== Understanding open tickets ==
The '''Open tickets''' tab shows all requests currently being worked on.

[[File:open-tickets 20261012 161626.png|alt=Open Ticktes List in Easy8|frameless|850x850px]]

=== Columns in the list ===
{| class="wikitable" style="width:100%;"
! style="width:25%;" | Column
! Meaning
|-
| '''ID'''
| Unique ticket number. Please quote it when you contact us.
|-
| '''Project'''
| Project the ticket is assigned to (e.g. “Migration”, otherwise your customer name)
|-
| '''Subject'''
| Title of the ticket
|-
| '''Assignee'''
| Who is currently working on the ticket
|-
| '''Due date'''
| When you can expect the next response
|-
| '''Status'''
| Which phase the ticket is in (see below)
|-
| '''% Done'''
| Approximate progress
|}

=== The life cycle of a ticket ===
<div style="line-height:2.4em; margin:10px 0;">
<span style="background:#e0e0e0; padding:4px 10px; border-radius:12px;">New</span> →
<span style="background:#e0e0e0; padding:4px 10px; border-radius:12px;">Consultation</span> →
<span style="background:#e0e0e0; padding:4px 10px; border-radius:12px;">Planning</span> →
<span style="background:#e0e0e0; padding:4px 10px; border-radius:12px;">Realisation</span> →
<span style="background:#e0e0e0; padding:4px 10px; border-radius:12px;">Testing</span> →
<span style="background:#e0e0e0; padding:4px 10px; border-radius:12px;">Deployment</span> →
<span style="background:#2ecc71; color:#fff; padding:4px 10px; border-radius:12px;">'''Acceptance ★'''</span> →
<span style="background:#3e5389; color:#fff; padding:4px 10px; border-radius:12px;">Done</span>
</div>
''Possible at any time:'' <span style="background:#2ecc71; color:#fff; padding:4px 10px; border-radius:12px;">'''Waiting for customer ★'''</span> or <span style="background:#999; color:#fff; padding:4px 10px; border-radius:12px;">Cancelled</span>

★ = '''Action required from you!'''

=== What does each status mean? ===
{| class="wikitable" style="width:100%;"
! style="width:20%;" | Status
! style="width:55%;" | Meaning
! Do you need to do anything?
|-
| New
| The ticket has been received and will soon be assigned to a team member.
| No
|-
| Consultation
| We check the key facts: feasibility, priority, bug or change request.
| No
|-
| Planning
| We plan the timing and resources for the work.
| No
|-
| Realisation
| A team member is working on your request.
| No
|-
| Testing
| The solution is being tested internally.
| No
|- style="background:#eafaf1;"
| '''Waiting for customer'''
| We need an answer or action from you. Details are in the ticket.
| '''Yes – please reply''' → [[#6. Replying to or editing a ticket|Here's how]]
|-
| Deployment
| The solution is being deployed to your system.
| No
|- style="background:#eafaf1;"
| '''Acceptance'''
| The solution is ready. Please check that everything is in order.
| '''Yes – please check and accept''' → [[#Accepting a ticket|Here's how]]
|-
| Cancelled
| The request is no longer needed or a solution is not possible.
| No
|-
| Done
| The request has been completed as requested.
| No
|}

<div style="border-left:5px solid #e67e22; background:#fdf2e9; padding:8px 12px; margin:10px 0;">
'''⚠ Note:''' Tickets that remain in the “Acceptance” status for '''4 weeks''' are automatically closed as “successfully accepted”.
</div>

== Replying to or editing a ticket ==
{| class="wikitable" style="width:100%;"
! style="width:5%;" | Step
! What to do
|-
| style="text-align:center;font-size:1.4em;" | '''1'''
| Go to the '''Open tickets''' tab.
|-
| style="text-align:center;font-size:1.4em;" | '''2'''
| Click the '''ID''' or the '''subject''' to open the ticket.
|-
| style="text-align:center;font-size:1.4em;" | '''3'''
| Click '''Update''' in the top right corner.
|}
[[File:open-a-ticket 20261012 161717.png|alt=Open A Ticket in Easy8|frameless|850x850px]]
[[File:update-ticket 20261012 162738.png|alt=Update Ticket in Easy8|frameless|850x850px]]

The editing form opens:

{| class="wikitable" style="width:100%;"
! style="width:10%;" | No. in image
! style="width:20%;" | Section
! What to do
|-
| style="text-align:center;" | '''1'''
| '''Assignee''' and '''Status'''
| '''Always''' assign the ticket to a Hallo Welt! team member. If you don't know who your contact is, select '''Last assignee'''.<br />You can reach further fields via '''Edit other attributes''' (top right).
|-
| style="text-align:center;" | '''2'''
| '''Notes'''
| Write your reply or comment here.
|-
| style="text-align:center;" | '''3'''
| '''Files'''
| Drag and drop files here or select them via '''Browse…'''.
|-
| style="text-align:center;" | '''4'''
| '''Save'''
| Click '''Save'''. There is '''no''' automatic saving.
|}
[[File:make-update-of-ticket 20261012 163144.png|alt=Make A Ticket Update in Easy8|frameless|850x850px]]<div style="border-left:5px solid #c0392b; background:#fbeaea; padding:8px 12px; margin:10px 0;">
'''❗ Common mistake:''' If the ticket remains assigned to '''you''', we will '''not be notified''' of your reply. So always assign the ticket back to Hallo Welt!.
</div>

=== Accepting a ticket ===
If a ticket has the status '''Acceptance''', please check the solution:
# Open the ticket and click '''Update'''.
# Everything fine? Set the '''Status''' to '''Accepted'''.
# Something not right? Describe the problem in the '''Notes''' and assign the ticket to '''Last assignee'''.
# Click '''Save'''.

== Closed tickets ==
The '''Closed tickets''' tab lists all completed requests. The list is structured in the same way as for [[#Columns in the list|open tickets]], so you can look up earlier requests and solutions at any time.

== Frequently asked questions ==
;''I replied, but nobody is responding.''
:Check whether the ticket is assigned to a Hallo Welt! team member and whether you clicked '''Save'''.
;''I have two different problems. One ticket or two?''
:Two tickets – unless the problems are clearly related.
;''I'm not receiving any emails about my tickets.''
:Check the email address in your profile and the settings under '''Email notifications'''.
;''How many hours are left in my quota?''
:Open the '''Project overview''' of your quota project.