Creating a Support Ticket

This article explains how to submit a support request (ticket) to Heirloom Computing, what to prepare beforehand, and what to expect after your ticket is submitted.

Prerequisites

Training (recommended). Before submitting a ticket, we recommend completing the official Heirloom Computing training. This helps you describe issues accurately and resolve them faster. To request training, use our contact form: https://heirloomcomputing.com/contact/

Registration (recommended). Registering for an account is the best way to manage your support requests. You can register through the Heirloom Dashboard. With an account you can follow up on your tickets, see their current status, and review your full ticket history. All tickets are mapped to your email address, so registering with the same email keeps everything in one place.

Submitting without registration. You can also submit a request without first creating an account by using the request form directly (see Submitting a Ticket below). When you do this:

1. You will be asked to confirm your email address.
2. After you confirm, you will receive your ticket number by email.

Note: Even if you submit without an account, we strongly recommend registering in the Heirloom Portal afterward (using the same email address). Registration is required to follow up on tickets and track their progress.

Submitting a Ticket

1. Open the support request form: https://support.heirloom.cc/hc/en-us/requests/new
2. Enter a clear subject and a detailed description of your request.
3. Select the type of request that best matches your issue. The request type can be Question, Incident, Problem or Task.
4. If you are reporting a problem with a Heirloom product, be as descriptive as possible. Include:
   • The exact product name and version.
   • Step-by-step instructions to reproduce the problem.
   • Any relevant screenshots and log files, added as attachments.
5. Set the priority of your issue: Low, Normal, High, or Urgent.
6. Click Submit to send your request.

After You Submit

You will receive your ticket number by email, and you will be notified by email of any updates to the ticket. If you have a Heirloom Portal account, you can also view and follow up on the ticket there at any time.