How to Create a Support Ticket via the Portal

To create a support ticket, follow these steps based on your region:

Region	Support Portal

Region	Support Portal
UK, Malaysia, Singapore, Arab States	Portal
Europe (Germany, Switzerland, Austria, France, Italy, Spain, Poland, Romania, Scandinavia, Benelux, etc.)	Portal

Ticket Options

Once in the appropriate portal, you will see several options:

WinCan Support Portal

Option	Description

Option	Description
Support	For questions or general assistance.
Bug	If you have discovered a software bug.
New Feature	To request a new feature that doesn’t yet exist.
License Request	For new licenses or license updates.

Don’t worry if you choose the wrong option. All tickets are reviewed by our support team and can be updated accordingly.

Form Details

Once you have selected the correct option (e.g., Support), fill in the following information:

Ticket Form

Field	Description

Field	Description
Email confirmation to	Enter your email address for ticket updates.
Product	Specify the product (e.g., WinCan VX, WinCan Web, MobileApp).
Summary	Provide a brief description of the issue.
Description	Provide detailed information (e.g., version, steps to reproduce, etc.).
Attachment	Attach relevant files like screenshots or a zipped WinCan VX database.
Phone	Provide a phone number for follow-up inquiries.
Contact name	Name of the contact person.

Once all information is filled out, click Send to submit your ticket.

Why a Detailed Description Matters

A clear and detailed description helps our support team resolve your issue faster. Below are examples of good and bad ticket descriptions:

Bad Ticket Example	Good Ticket Example

Bad Ticket Example	Good Ticket Example
"Software doesn't work."	"In WinCan VX, when trying to print the inspection report in project XY, an error appears. Please see the screenshot."

Providing details like the exact action causing the issue, the specific project or feature, and any error messages/screenshots can significantly speed up the resolution process.

Additional Information Regarding Attachments

For more information on how to zip the WinCan VX database, please refer to the separate guide. Here's a brief instruction:

Step	Instruction

Step

Instruction

1

Open WinCan VX and load the desired project. Click on the Project Page and locate the Project Link

2

The Windows Explorer will open. Right-click the DB folder and choose Compress to ZIP file.

3

The ZIP file is created. You can attach this file to your ticket by dragging it into the "Attachment" field or using the Browse button.