Ticket in your account
The main route. Subject, category, description — after that the conversation continues in the ticket, with the whole thread and no lost attachments.
With an Artim ID, around the clock
Open a ticketSupport Center
One request, one thread, one sign-in.
You open a ticket with your Artim ID. Everything about it — messages, questions back, where it stands — then lives in your account rather than in an inbox.
Ways in
Not just a chat window
Every route ends up in the same ticket, so you do not have to pick the right one first.
Conversation in the ticket
Answers live in the ticket, not in a chat that is gone when the tab closes. Who answered is written above it.
As soon as somebody is free
We answer from the ticket and every reply reaches you as mail as well. Writing back happens in your account.
Phone and callbacks
When writing does not fit because something is at a standstill: leave a number in the ticket and we call back. For an outage, call first.
Mon–Fri, callback the same day
Remote support
For the cases that are quicker on screen than in sentences. You grant the session, and it ends when you end it.
Arranged in the ticket
About remote supportDiscord
Our community. Good for anything that needs no account details — and for everything somebody has already run into.
Public, no account with us
Join the serverWhat happens next
Four steps, no hold music
So it is clear what you are waiting for and where you can see it.
- 1
You open the ticket
Subject, category, description. The category decides whose desk it lands on; nothing more is needed from you.
- 2
Somebody takes it on
As soon as a person is responsible, their name is on the ticket. Until then it says “open”, and that is the state, not a phrase.
- 3
Questions stay in the ticket
We ask for what we need there. If it takes a look at your screen or your account data, we ask — and you grant it or you do not.
- 4
You close it, or we do
Solved means closed. You can reopen it at any time and the thread stays where it is, in full.
Availability
When somebody is there
Measured experience, not promised deadlines. Where a deadline is agreed it is in your contract, and it is the one that counts.
- Opening a ticketThe form does not sleep.
- Any time
- First replyOn working days, Mon–Fri.
- A few hours
- Outage in productionPlease open it as an outage, or call.
- Same day
- CallbackNumber and a time window in the ticket.
- Same working day
- A wish or an ideaRead and answered, including when the answer is no.
- Within a week
Outside those hours a ticket waits, but it is not lost. Where a contract includes standby, the hours agreed there apply.
Categories
How we sort it
The category is not form-filling for its own sake; it only decides who reads it first.
Technical
Something does not work, is slow, or behaves differently than before. The error text and the time help most.
Account and access
Sign-in, Artim ID, passkeys, two-factor, organisations and permissions.
Billing
Amounts, periods, payment methods, cancellations. An invoice number is enough to start.
A wish
Something is missing or would be better another way. It lands on the same list as our own ideas.
Everything else
When none of them fit. We move it, without you writing it again.
Have a look first
Some of it is written down already
Not a pointer to a wiki to get rid of you — only the places where answers actually are.
Frequent questions
The questions that come up most on the phone, with their answers.
Read the FAQGuides
Step by step through the things you set up once and then never again.
Read the tutorialsGlossary
The terms that turn up in quotes and tickets, explained in a sentence.
Open the glossaryTrust Center
Measure what can be measured about a website from outside — including your own.
Open the Trust CenterWhat we see of it
Nothing happens without your doing
Support means somebody looking into your things. So here is what we can ask for, and what we cannot.
We take nothing ourselves
Your screen, your account data, your browser environment: support can ask, in the ticket, by name. Only your consent hands anything over — and a no ends the request without a follow-up.
What you share belongs to the ticket
Whatever you grant is filed with the ticket, not in the conversation and not in a chat log. After it is closed it is kept with the ticket and deleted with it.
Nobody wants your password
We never ask for it, on any channel. A message that does is not from us — please report it to us.
One account, not two
Support runs on your Artim ID. There is no second password for the support centre, and your support account is created for you with your first ticket.
What is stored and why is in the privacy policy. You can ask for your tickets to be deleted from your account.
Tell us what is not working.
One sentence is enough to start. We will ask for the rest in the ticket.