Before you open a ticket
- New installation? Check JEDWare requirements and the FAQ.
- Question about how something works? Search the knowledge base or ask your JEDWare partner.
- Is 3CX on a supported, current version, and is the JEDWare integration up to date? See How to update your JEDWare integration.
- Partners: try to replicate the issue on your own or another customer installation.
Open a ticket
Write to [email protected]. Every ticket needs:
- Customer name and company ID, the JEDWare license key and the integration version
- 3CX version and update number, and the operating system of the 3CX server
- What is wrong, and what you already tried
- Reports: a screenshot of the whole selection, including the date and time range, and of the result
- Wallboards: the wallboard name and URL, and a screenshot of the problem
For queue-related issues, expect us to ask for an extension with administrative rights to the queue, so we can test from our side.
How we handle it
Our support team answers tickets within three working days. When a ticket turns out to be a bug, support documents it and hands it to the development team, who schedule it against current work; cases affecting many customers are prioritized. We need your cooperation during troubleshooting and testing. When the license came through a JEDWare partner, the partner talks to the end customer and sends us a complete description with screenshots.