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KB – How do I use the BASIS Support Ticket Portal?

BASIS Technical Support has implemented a new support ticketing system designed to deliver an efficient and responsive support experience. Powered by Zendesk, we are able to capture the most important information about your issue upfront, allowing us to get you the answers you need as soon as possible. The new support portal (support.basis.cloud) is built in a user-friendly interface, making it easy to submit new tickets or view tickets you have submitted in the past. Submitting through the Support Portal allows BASIS Technical Support to handle your ticket in a timely manner by having all the necessary information upfront to solve your question.

Alternatively, you may submit your ticket via email to support-ticket@basis.cloud. When submitting a ticket via email, be sure to include:

  • Your serial number
  • A detailed description of your issue
  • Product versions
  • Run-time environment
  • How we can reproduce the issue
  • Any supporting code that can run as a short self-contained program

To submit a support ticket, you may access BASIS’ support portal at support.basis.cloud or select Support > Submit a Ticket from the menu at www.basis.cloud.

Before submitting a support ticket, be sure you are aware of BASIS’ support policy by reviewing the Customer Support Handbook.

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