Getting Help

In the event that you run into problems during the installation/configuration process and want to reach out for help - no worries, that's easy!

The Ticketing System

Your first step for technical support is through the OTbase Help Center. It's actually the platform you are currently on while reading this article. Take a look in the upper right corner of this window and you’ll see that you can Sign in and submit a request.

You can also submit a request without creating an account, but that is discouraged as you won't be able to see the status of your tickets and view your history of tickets.

On the ticket form, make sure to provide as much information as possible. Add screenshots if you can. The more information you provide, the quicker your problem can be solved.

Also, make sure to provide the appropriate information for affected product component (such as OTbase Discovery, or OTbase Inventory), and the nature of the ticket. In the beginning, most of your tickets will most likely be technical questions, and that's perfectly fine.

You will receive communications and updates for your tickets via email.

Concierge Support

If you have purchased concierge support, or are participating in an OTbase Pilot Program, you also have access to a Technical Account Manager that guides you through your journey towards a successful OTbase implementation. You will still use the ticket system to enter requests, but on top of that you get regular web meetings where you can discuss any questions and problems with your Account Manager. It's a good idea to prepare for these meetings in advance, in order to get the most out of it.