Tech Support: Difference between revisions
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This page have details about '''[mailto:support@wikimedia.ch support@wikimedia.ch]''' - that is, the technical support mailbox of Wikimedia CH. |
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If you are an user with a technical question or a technical problem about Wikimedia Switzerland online websites, including: |
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== FAQ: SUPPORT AVAILABILITY == |
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* Nextcloud |
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Since mid-2026, this support is generally available every afternoon of every business day, 4PM-6PM, excluding Italian holidays. |
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* BigBlueButton |
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Support is provided by [[m:User:ValerioBoz-WMCH|User:Valerio Bozzolan (for WMCH)]], activated by [[m:User:Ilario|Ilario Valdelli (WMCH)]] under the Innovation programme. |
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Contact support writing an email here, in order to create a support ticket: |
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== FAQ: FASTER SUPPORT == |
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'''[mailto:support@wikimedia.ch support@wikimedia.ch]''' |
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A ticket with more updated recent extra details attract faster support. |
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That is, while waiting for our availability, we kindly recommend to proactively review your own ticket and consider what extra information an external technician might need from you in order to better understand your topic, how to reproduce your situation, etc. - and you are encouraged to share these extra details anytime by replying this ticket, go get faster support. |
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You can also just express more urgency anytime, by replying this ticket (if possible, no more than once each working day - thanks). |
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== |
== FAQ: THE BEST TICKET == |
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* If you discover new details to be shared, feel free to reply to this ticket, anytime. |
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* If you discover a new different problem (or feature), please open a completely different new ticket by writing to support@wikimedia.ch |
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* If you are sharing a screenshot, includes the whole page, and the page URL. You can also share how exactly you arrived to that page, what is happening right now and what should happen instead. |
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* If you're suggesting a feature, rather than suggesting a technical change feel free to share your exact final goal (the "Five whys" approach documented in Wikipedia is usually a simple but excellent tool) |
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== FAQ: QUICK MEETING == |
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In general: |
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To speed-up your ticket, feel free to pick a slot to have an online meeting: |
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* 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 |
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* 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 |
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For complicated tickets, or during spikes of tickets, or after holidays, we may need extra working days to triage your problem. |
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== How to write excellent tickets == |
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While writing your ticket, consider these tips: |
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* 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. |
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* 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. |
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== Online meetings == |
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If you need a face to face meeting, consider picking an online meeting here: |
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https://nextcloud.wikimedia.ch/apps/calendar/appointment/k4XXkpcGNApP |
https://nextcloud.wikimedia.ch/apps/calendar/appointment/k4XXkpcGNApP |
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Thanks again! Your Wikimedia CH Support Team |
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Thank you so much! |
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Revision as of 11:17, 8 October 2026
This page have details about support@wikimedia.ch - that is, the technical support mailbox of Wikimedia CH.
FAQ: SUPPORT AVAILABILITY
Since mid-2026, this support is generally available every afternoon of every business day, 4PM-6PM, excluding Italian holidays.
Support is provided by User:Valerio Bozzolan (for WMCH), activated by Ilario Valdelli (WMCH) under the Innovation programme.
FAQ: FASTER SUPPORT
A ticket with more updated recent extra details attract faster support. That is, while waiting for our availability, we kindly recommend to proactively review your own ticket and consider what extra information an external technician might need from you in order to better understand your topic, how to reproduce your situation, etc. - and you are encouraged to share these extra details anytime by replying this ticket, go get faster support. You can also just express more urgency anytime, by replying this ticket (if possible, no more than once each working day - thanks).
FAQ: THE BEST TICKET
- If you discover new details to be shared, feel free to reply to this ticket, anytime.
- If you discover a new different problem (or feature), please open a completely different new ticket by writing to support@wikimedia.ch
- If you are sharing a screenshot, includes the whole page, and the page URL. You can also share how exactly you arrived to that page, what is happening right now and what should happen instead.
- If you're suggesting a feature, rather than suggesting a technical change feel free to share your exact final goal (the "Five whys" approach documented in Wikipedia is usually a simple but excellent tool)
FAQ: QUICK MEETING
To speed-up your ticket, feel free to pick a slot to have an online meeting:
https://nextcloud.wikimedia.ch/apps/calendar/appointment/k4XXkpcGNApP
Thanks again! Your Wikimedia CH Support Team