If the issue occurred after installing a new system, please have a look at our FAQ.

For questions in regard to how JEDWare works, please run through our Documentation pages – or contact your JEDWare partner.

Problems occurred after you have been running JEDWare for a while, follow the below guideline.

• If you are a JEDWare partner, please check if you can replicate the issue on your own or another customer’s installation.
• Is 3CX at it´s newest version?
• Is the JEDWare Integration up to date, or does it need an update?
• Check our documentation and FAQ, for known issues.

If the above didn’t answer the question please open a ticket with our JEDWare Support team at: [email protected].

PLEASE NOTE: The ticket always needs to contain:

• Name of customer
• Company ID of the customer
• JEDWare Integration version
• JEDWare License key
• 3CX main and minor version
• 3CX server´s operatingsystem
• A good description of the issue, and whatever you did to resolve the issue.
• Screen dumps/pictures of the issue:
  • For reporting, add a Screen dump of your accurate selection (all of it – Including the Date and Time selection), and the result, with a description of what is wrong.
  • For Wallboards add the name and the URL for the wallboard and a screen dump of the issue, including a description of what is wrong.
  • If the issue is Queue related, please expect us to need an extension with administrative rights to the Queue so we can test from here.

How do we support;

Our JEDWare team is split into a Support team and a Development team. Our support team handles tickets and will strive to answer them quickly, at least within three working days. If the ticket turns out to be a bug, our support team will need to do extra documentation and escalate it to our Development team, who, based on current assignments, will look into the case as soon as possible. 
We reserve the right to continuously reprioritize cases in relation to how many customers are affected by cases.

No matter the case, we will need your full cooperation during troubleshooting and testing. If the License key is obtained through a JEDWare partner, we expect the partner to communicate with the end customer and handle the support case with sufficient description and screenshots to document the issue for us. 

Please note, we are human, and we live for our product, so please keep a good tone, this will ensure the best support, and admitted, we cannot do everything the way customers believe it should work, but we are really trying to do our best to explain our thoughts throughout our documentation. 

Thank you for your understanding