Customer Support Tickets (Easy8)

Your access to Hallo Welt! support
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.

Your login details at a glance

What	Details
Address (URL)	https://support.hallowelt.com
Username	Your personal username (e.g. company.xy), included in our email to you
Password	Sent to you by email

⚠ Important: Change your password immediately after logging in for the first time. This protects your account from misuse. → Here's how

1. Logging in and setting up your account

Logging in

Step	What to do	View
1	Open https://support.hallowelt.com in your browser.
2	Enter your login and your password.
3	Click Login.

💡 Forgot your password? On the login screen, click Lost password and follow the instructions.

Changing your password

Step	What to do	View
1	Open https://support.hallowelt.com/my/password (alternatively: Profile → at the very bottom, Change password)
2	Enter your current password in Current password.
3	Enter your new password in New password and Confirmation (at least 6 characters).
4	Click Apply.

Personal settings (My account)

Here you can specify, for example, which email address notifications are sent to.

Step	What to do	View
1	Click your profile icon in the top right corner.
2	Use the Edit profile button.
3	Adjust your profile settings.

The most important settings:

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

2. The ticket system at a glance

Your start page has three tabs:

Tab	What is it for?
New ticket	Submit a new request to support → Section 3
Open tickets	All requests currently being worked on → Section 5
Closed tickets	All completed requests → Section 7

3. Creating a new ticket

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

💡 Basic rule: one ticket = one issue.
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.

How to fill in the form

Step	Field	What to enter
1	Subject	A short, descriptive title. Example: “Button on the start page should be green”
2	Description	Describe your request as precisely as possible. Use the checklist below.
3	Project	Select the appropriate project, e.g. “Support” or a specific order.
4	Attachments	Upload screenshots or files (max. 11.8 MB per file), e.g. annotated screenshots or, for migrations, the migration questionnaire.
5	Save	Click Save. Your ticket has now reached us.

Checklist: this information helps us understand your request faster

☐	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

4. 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.

No. in image	Meaning
1	Your contract type with Hallo Welt!
2	Your personal customer project
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.

5. Understanding open tickets

The Open tickets tab shows all requests currently being worked on.

Columns in the list

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

New → Consultation → Planning → Realisation → Testing → Deployment → Acceptance ★ → Done

Possible at any time: Waiting for customer ★ or Cancelled

★ = Action required from you!

What does each status mean?

Status	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
Waiting for customer	We need an answer or action from you. Details are in the ticket.	Yes – please reply → Here's how
Deployment	The solution is being deployed to your system.	No
Acceptance	The solution is ready. Please check that everything is in order.	Yes – please check and accept → 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

⚠ Note: Tickets that remain in the “Acceptance” status for 4 weeks are automatically closed as “successfully accepted”.

6. Replying to or editing a ticket

Step	What to do
1	Go to the Open tickets tab.
2	Click the ID or the subject to open the ticket.
3	Click Update in the top right corner.

The editing form opens:

No. in image	Section	What to do
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. You can reach further fields via Edit other attributes (top right).
2	Notes	Write your reply or comment here.
3	Files	Drag and drop files here or select them via Browse….
4	Save	Click Save. There is no automatic saving.

❗ 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!.

Accepting a ticket

If a ticket has the status Acceptance, please check the solution:

1. Open the ticket and click Update.
2. Everything fine? Set the Status to Accepted.
3. Something not right? Describe the problem in the Notes and assign the ticket to Last assignee.
4. Click Save.

7. Closed tickets

The Closed tickets tab lists all completed requests. The list is structured in the same way as for 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.

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