Tech Support: Difference between revisions
Jump to navigation
Jump to search
Content deleted Content added
Created page with "If you are an user with a technical question or a technical problem about Wikimedia Switzerland services, including: * Nextcloud * BigBlueButton Contact support writing an email here: [mailto:support@wikimedia.ch support@wikimedia.ch] In general we try to answer same-day. If we are not replying on time, please proactively reply adding further details, as in general we give more priority to tickets with more details. Thank you so much!" |
No edit summary |
||
| Line 1: | Line 1: | ||
If you are an user with a technical question or a technical problem about Wikimedia Switzerland |
If you are an user with a technical question or a technical problem about Wikimedia Switzerland online websites, including: |
||
* Nextcloud |
* Nextcloud |
||
* BigBlueButton |
* BigBlueButton |
||
Contact support writing an email here: |
Contact support writing an email here, in order to create a support ticket: |
||
[mailto:support@wikimedia.ch support@wikimedia.ch] |
'''[mailto:support@wikimedia.ch support@wikimedia.ch]''' |
||
== What happens after your support ticket == |
|||
In general we try to answer same-day. If we are not replying on time, please proactively reply adding further details, as in general we give more priority to tickets with more details. |
|||
In general: |
|||
* if your ticket has been created in a working day '''before''' 12:00 AM, we will try to answer your ticket the same working day |
|||
* if your ticket has been created in a working day '''after''' 12:00 AM, we will try to answer your ticket the next working day |
|||
For complicated tickets, or during spikes of tickets, or after holidays, we may need extra working days to triage your problem. |
|||
== How to write excellent tickets == |
|||
While writing your ticket, consider these tips: |
|||
* if you discover more details, add them anytime by replying to your ticket. In fact, when we have many tickets, we give more priority to tickets with a clear problem and with clear details. |
|||
* please consider that big generic requests take more time, than small requests, so, we prefer many tickets about different problems, than a single ticket about many completely different problems. |
|||
== Online meetings == |
|||
If you need a face to face meeting, consider picking an online meeting here: |
|||
https://nextcloud.wikimedia.ch/apps/calendar/appointment/k4XXkpcGNApP |
|||
Thank you so much! |
Thank you so much! |
||
Revision as of 17:24, 7 September 2026
If you are an user with a technical question or a technical problem about Wikimedia Switzerland online websites, including:
- Nextcloud
- BigBlueButton
Contact support writing an email here, in order to create a support ticket:
What happens after your support ticket
In general:
- if your ticket has been created in a working day before 12:00 AM, we will try to answer your ticket the same working day
- if your ticket has been created in a working day after 12:00 AM, we will try to answer your ticket the next working day
For complicated tickets, or during spikes of tickets, or after holidays, we may need extra working days to triage your problem.
How to write excellent tickets
While writing your ticket, consider these tips:
- if you discover more details, add them anytime by replying to your ticket. In fact, when we have many tickets, we give more priority to tickets with a clear problem and with clear details.
- please consider that big generic requests take more time, than small requests, so, we prefer many tickets about different problems, than a single ticket about many completely different problems.
Online meetings
If you need a face to face meeting, consider picking an online meeting here:
https://nextcloud.wikimedia.ch/apps/calendar/appointment/k4XXkpcGNApP
Thank you so much!