Support ticket submission - How to create a high-quality support ticket

When submitting a ticket, the form will guide you through the required fields.

The quality of the information provided has a direct impact on how quickly and accurately your ticket can be handled. Well-structured tickets reduce back-and-forth communication and allow Support to begin working on your issue immediately.

Before submitting a ticket

Before contacting support, please:

• Check relevant documentation and Help Center articles
• Test the issue in the latest version
• Try to reproduce the issue

👉 In many cases, this helps resolve known issues immediately and avoids unnecessary delays.

Where to submit a ticket

All support requests must be submitted via the Boyum Portal.

👉 Please use the portal to ensure your request is correctly registered and routed to the appropriate team. 
If you're new to the portal, please refer to this guide.

What makes a high-quality support ticket?

A good support request clearly explains what you are trying to achieve, what went wrong, and how it impacts your business.

The most effective tickets typically:

1. Describe the issue in a clear and concise way
2. Include the steps needed to reproduce the problem and the result and expected result
3. Provide relevant context such as environment, affected users, and frequency
4. Include screenshots, logs, or error messages where relevant

Providing complete and precise information from the beginning allows Support to start working on the issue immediately, rather than requesting additional details.

Why business impact matters

All tickets are handled based on priority and business impact - not urgency or preference.

Ticket priority is the primary driver of how urgently your request is handled. This means that both the selected priority and the way you describe the business impact directly influence how your ticket is prioritized.

Understanding ticket priorities

Tickets are handled according to their priority, which reflects the level of business impact.

After submitting your ticket

Once your ticket has been submitted, it will be handled according to the defined SLA based on its priority.

** Regional times – EMEA (GMT+1), AMERICAS (GMT-6), APJ (GMT+8), excl. weekends/holidays

Definition of response times:

• Hours (h): Working hours
• First reply time: Time from ticket submission to first reply
• Agent work time: Time spent in New and Open ticket status

• Next reply time: Time between oldest unanswered customer comment and next comment by Boyum. 

   

If your situation changes:

• If the business impact increases, you can request a priority change

• If the SLA expectations are not met, you can escalate the ticket

   

Final note

A well-structured support request is often the difference between immediate investigation and additional clarification. Providing clear and complete information helps us prioritize correctly and resolve issues faster - both for you and for other customers.

Thank you!