How to Submit a Support Ticket to IZI
How to Submit a Support Ticket to IZI
Section titled “How to Submit a Support Ticket to IZI”A well-written request resolves 2–3× faster. Support doesn’t spend rounds asking clarifying questions and diagnoses immediately.
Step 1 — Determine Severity
Section titled “Step 1 — Determine Severity”This affects priority and response speed:
| Severity | Symptoms |
|---|---|
| Critical | Club completely non-functional; shift can’t be opened or closed; data loss |
| High | Some PCs unavailable; payment not going through; printer not working; sessions stuck |
| Medium | A specific feature works incorrectly; data displays incorrectly |
| Low | Configuration question; request for help with a feature; improvement suggestion |
Step 2 — Gather Information Before Submitting
Section titled “Step 2 — Gather Information Before Submitting”Required Part
Section titled “Required Part”- What happened — one sentence: “The End Session button on PC-07 is unresponsive since 18:30.”
- Steps to reproduce — sequence of actions leading to the problem. Example: “1. Open Hall. 2. Click PC-07. 3. Click End Session. 4. Nothing happens.”
- When it started — exact time and date, or “after such an action / update.”
- What you already tried — PC reboot, agent restart, CRM page refresh.
Additional Part (Speeds Up Resolution)
Section titled “Additional Part (Speeds Up Resolution)”- Screenshot of the error screen — attach directly in the CRM chat.
- Error text — copy the exact error message, don’t paraphrase.
- Device name — as the PC is named in the Hall section (e.g., “PC-07” or “VIP-3”).
- Transaction number — if it’s a payment issue, from the Transactions section.
- Agent version — in Settings → Devices, “Version” column.
Step 3 — Collect Logs If Asked
Section titled “Step 3 — Collect Logs If Asked”IZI Boot Agent Logs
Section titled “IZI Boot Agent Logs”On the problem PC:
C:\Program Files\IZI Agent\logs\Open the latest file by date. Copy lines from the current day, especially lines with ERROR or FAILED.
Browser Logs (Console)
Section titled “Browser Logs (Console)”If the problem is in the CRM interface:
- Press F12 in the browser
- Go to the Console tab
- Reproduce the problem
- Copy all red lines (errors)
- Paste into the ticket as text or attach a screenshot
Network Logs
Section titled “Network Logs”If the problem is with connectivity:
- In the browser F12 → Network tab
- Reproduce the action that doesn’t work
- Find lines with red status (4xx, 5xx)
- Click a line → Response tab — copy the response text
Step 4 — Submit the Request
Section titled “Step 4 — Submit the Request”Via chat in the CRM — the fastest method:
- Bottom CRM menu → Support (question mark icon)
- Start with severity:
[URGENT],[High], or without prefix for standard - Paste the prepared description
- Attach screenshots
Good request structure:
[High] PC-07 won't end session
What's happening: clicking "End Session" button is unresponsive.Reproduction: Hall → click PC-07 → End Session button → nothing.Started: today at 18:30, after the PC rebooted on its own.Already tried: restarted agent (tray icon), refreshed page F5.Agent version: 2.14.1 (from Settings → Devices)Screenshot attached.After Submitting
Section titled “After Submitting”- Support will respond in the CRM chat — watch for notifications
- If additional information is requested — respond in the same ticket, don’t create a new one
- Critical issues should be marked
[URGENT]— they are handled out of queue
See Also
Section titled “See Also”Frequently asked questions
Should I open a new ticket if the same issue recurs?
If it's the same issue and the ticket is still open — write in the existing thread, adding new information (when it recurred, under what conditions). If the previous ticket was already closed — open a new one and reference the previous ticket number.
How do I find the ticket number?
After creating a request via the CRM chat, the ticket number appears in the dialog header. Save it — useful for follow-up contacts.
Can I send a video of the error being reproduced?
Yes, and it's very helpful. Record a video (a screen recording from your smartphone is sufficient), upload to Google Drive or another file sharing service, and add the link to the ticket.
Support asked for logs — where do I find them?
Agent logs: on the problem PC at C:\Program Files\IZI Agent\logs\ — files with dates in the name. CRM logs: in the browser press F12 → Console tab → copy the error text.