Submit Support Request to Arxspan Support 

 

There are three ways to submit a support request to Arxspan Support.  

 

Method 1: Using the ‘Contact Support’ button on the header bar 

The ‘Contact Support’ button on the header bar is visible in every module. Clicking the ‘Contact Support’ button on the header bar will open the “Contact Arxspan Support” page.   

 

All fields marked with an asterisk (*) are required. The user information, such as the user’s name, email, and company, is automatically populated. 

1. Make a selection from the “Type of Request” dropdown. 

2. Enter a summary of the issue or question you have in the Subject box 

3. Provide a detailed description of the issue or the task you want to do in the request box.  

4. Press the ‘Submit’ button to create the support ticket. 

 

Note: 

1. The URL where you clicked the ‘Contact Support’ button will be appended at the bottom of the ticket. For example, you ran into an issue when working in experiment A and clicked the ‘Contact Support’ button to submit the ticket. The URL of experiment A was appended to the ticket. 

2. No images can be added to the request box. If you want to add some screenshots, you can reply to the email created by the ticketing system and add images in your reply. 

3. All system admins will be copied in tickets created by using the Contact Support button. 

 

Method 2: Submit a ticket from Arxspan Support Center 

The Help button (the Question mark symbol) on the header bar is visible in every module. Clicking the Help button will open the Arxspan support center page in a new tab.   

 

Pressing the “Submit Ticket” option on the top right corner to open the “Create a New Ticket” page. 

 

Add the subject and detailed information about issues/questions in the Message section. Images can be copied/pasted to the message section or attached as a file. There is also an option to copy other users, such as system admins, managers, or collaborators, in the ticket. Press “Create Ticket” to submit the request.  

 

Information that should be provided includes:  

• The company you work for 

• Detailed information on the issue or the question with screenshots and/or attachments when necessary. 

• For ELN, please provide the experiment number 

• For search issues, please provide a screenshot of the search criteria you used. 

• When reporting an issue, please describe what you did, and what you saw when the issue occurred. The screenshot of error messages on the screen will be helpful.  

 

 

Method 3: Email Arxspan Support 

A support request will be created in our ticketing system when an email is sent to [email protected]. Please add a summary line in the email subject line and include detailed information about issues/questions in the message. Please refer to “Information that should be provided” in Method 2 for more information.