Using the COINSBUY Helpdesk

Log in to your account. Click on the Helpdesk item in the main menu.

• Be ready to provide as much detail as possible when describing your issue to facilitate faster resolution.
• Attachments can provide additional context and aid in the troubleshooting process.
• Use the Knowledge Base to find answers to common questions before creating a ticket.

Creating a Ticket

1. Click on the Create ticket button. This starts the process of reporting an issue.
2. Select Language (optional). From the Language dropdown, select your preferred language for communication. Our system offers multi-lingual support to cater to users from different regions.

   

3. Describe Your Issue.
   
   Fill in the Subject field with a brief description of the issue. Choose the Issue type from the dropdown menu, and provide detailed information in the Description field.

   

4. Attach Files (Optional):
   You can attach up to 10 items, such as screenshots, documents, or videos, to help illustrate your issue.
5. Submit the Ticket. Once submitted, you will be notified by email after the issue is resolved.

Tracking and Managing Your Tickets

Access Ticket List

The last 30 of your reported tickets are displayed in the Helpdesk ticket requests. This list provides an overview of all your recent support tickets.

Use the quick search feature to filter tickets by Subject or Message. Just start typing words from the issue subject or description to find specific tickets.

Interacting with Support

Click on a ticket in the list to open a chat and discuss the issue with a Support Team member. This allows you to communicate directly with support for real-time assistance.

Close or Reopen Tickets

After the issue is resolved, the ticket can be closed by a Support Team member or by you.

Additional Information

• Ensure you have an active account to access the Helpdesk.
• You can create up to 3 tickets within 5 minutes. If you attempt to create more than 3 tickets within this time frame, a message about reaching the ticket number limit is displayed.