If something in extro does not work as expected or you are unsure how a process works, several support channels are available. Depending on the situation, a different option may be appropriate.
Use the appropriate option so that your request can be handled quickly and efficiently.
Use the chatbot
The chatbot is your first point of contact.
Suitable for questions about how features work
For known error messages
If you want to know how a specific process works
Procedure:
Open the chatbot in the Help Center
Enter your question as specifically as possible
Review the answer or open the suggested article
If the chatbot cannot find a suitable solution, you can automatically create a ticket.
Search the Support Center
Many questions are already documented.
Procedure:
Use the search field in the Support Center
Enter a keyword (e.g. «time tracking», «approval», «synchronization»)
Open the relevant article
Create a ticket
If your request is individual, complex, or business-critical, create a ticket directly.
Suitable for:
Technical issues
Unclear error messages
Project or integration issues
License or contract questions
Procedure:
Submit a request or Create a ticket open
Select a category and area
Set the priority according to urgency (impact)
Complete the description
Attach screenshots (if available)
Report bugs correctly
If a specific error message is displayed:
Note down the exact wording of the message or take a screenshot
Record the time
Describe what you did immediately before
This information helps identify the cause more quickly.
Important:
The more clearly your request is described, the faster it can be handled. Unclear or very general requests lead to follow-up questions and increase processing time.
The goal is always to provide quick initial assistance through the chatbot or Help Center and, if necessary, forward your request to Support in a structured way.