Support tickets
Write your problem or question to Awix support as a ticket, and read the answer in the same ticket.
Last updated:
Before you start
The "Support" («پشتیبانی») page shows the tickets of this site and their conversation with Awix support. Each ticket is a separate conversation: you write your problem or question, Awix support answers in the same ticket, and you can reply again.
If you have a problem on the site or a question, open a ticket so that support follows it up.
Open a ticket
1. Open the "Support" page and click "Open a ticket" («ثبت تیکت»). If you have no ticket yet, you see the message "No ticket has been opened yet" («هنوز تیکتی ثبت نشده است») and the same button.
2. In "Subject" («موضوع») write a short title for the problem. The ticket is not opened without a subject.
3. In "Department" («دپارتمان») choose the part that your problem belongs to from the list.
4. In "Priority" («اولویت») choose one of the three options. The first option is urgent, and the middle option is chosen from the start.
5. In "Problem description" («شرح مشکل») write your problem or question in full. The ticket is not opened without a description.
6. If you have a file that helps, for example a picture of the screen where the problem shows, add it in "Attachment file (optional)" («فایل پیوست (اختیاری)») with "Add file" («افزودن فایل»). The files are uploaded before the ticket is opened; if an upload fails, the ticket is not opened.
7. Click "Open a ticket". You see the message "Ticket opened" («تیکت ثبت شد») and the page of that ticket opens. To go back without opening it, click "Cancel" («انصراف»).
Read the answer and reply
1. In the list, click the subject of a ticket to open it.
2. At the top of the page you see the subject, the status label, the department, the priority and the time it was opened.
3. Under it the messages come in order. The answers of support are shown with the name "Awix support" («پشتیبانی آویکس») and their background color is different. The messages sent from your side and your colleagues are shown with the name "shop colleague". This name is the same for every member of the shop. On sites that are not shops, "site" is written instead of "shop".
4. If a message has an attached file, the name and size of the file are written under the message. Click the name of the file to download it.
5. To reply, write your answer in "Your reply" («پاسخ شما»), attach a file if you want, and click "Send reply" («ارسال پاسخ»). You see the message "Reply saved" («پاسخ ثبت شد»).
6. To go back to the list, click "Back to the list of tickets" («بازگشت به فهرست تیکت‌ها»).
A closed ticket
When a ticket is closed, instead of the place to reply you see this message: "This ticket is closed. If the problem is still there, reopen it." («این تیکت بسته شده است. اگر مشکل همچنان هست، آن را بازگشایی کنید.») Click "Reopen the ticket" («بازگشایی تیکت»). You see the message "Ticket reopened" («تیکت بازگشایی شد») and you can reply again. Closing a ticket is the work of support; on this page you have no close button.
Find a ticket in the list
The list has six columns: "Subject", "Department", "Priority", "Status" («وضعیت»), "Messages" («پیام‌ها») and "Last update" («آخرین بروزرسانی»). When you have at least one ticket, there are three filters above the list:
• "Search" («جست‌وجو»): it looks in the subject of the tickets.
• "Status": with the option "All" («همه») you see all statuses, or you choose only one status.
• "Department": with the option "All", or one department.
If no ticket matches the filters, you see the message "No ticket was found with these filters" («با این فیلترها تیکتی پیدا نشد»). "Clear filters" («پاک کردن فیلترها») removes the filters.
If something did not work
• If you see the message "Write the subject of the ticket" («موضوع تیکت را بنویسید») or "Write the problem description" («شرح مشکل را بنویسید»), fill in that field. At the top of the form the message "Check the form; a few places need correcting" («فرم را بررسی کنید؛ چند جا نیاز به اصلاح دارد») also appears.
• If you see the message "Opening the ticket failed" («ثبت تیکت ناموفق بود»), click "Open a ticket" again.
• If you see the message "Saving the reply failed" («ثبت پاسخ ناموفق بود»), click "Send reply" again.
• If you see the message "Reopening the ticket failed" («بازگشایی تیکت ناموفق بود»), click "Reopen the ticket" again.
• If you see the message "Loading the list of tickets failed" («دریافت فهرست تیکت‌ها ناموفق بود») or "Loading the ticket failed" («دریافت تیکت ناموفق بود»), open the page again.
• If you see the message "Downloading the file failed" («دریافت فایل ناموفق بود») next to an attached file, click the name of the file again.
• If you see another message, the text of that message is your guide; if the problem stays, message support.