Technical support

User requests are handled in a technical support system built on Zammad and available at https://help.zone-it.studio/.

Zammad is an open-source ticketing system. Every request is registered as a ticket with its own number, correspondence history and status, which lets you follow the progress of a request and keeps a record of how it was resolved.

Working hours

Requests are accepted around the clock, but they are processed and errors fixed on working days per the official calendar, from 9:00 to 18:00 Moscow time.

Services provided

Technical support provides the following services:

• assistance with configuration and administration;
• fixing faults found in operation;
• general advice on use;
• provision of documentation;
• upgrading and improving the software.

How to get in touch

Channel	Description
The Zammad web interface	https://help.zone-it.studio/ — the primary channel. It shows all of your requests, their status and the full correspondence
Email	help@zone-it.studio — the message is registered in Zammad as a new ticket automatically, and the reply goes back to the sender's address

Both channels feed the same processing queue: a request created by email is visible in the web interface, and vice versa.

Raising a ticket in the web interface

Step 1. Signing in

1. Open https://help.zone-it.studio/.
2. Enter the email address and password issued when your support access was set up, and press Sign in.
3. If you have no account, use the registration link on the sign-in page, or simply send a message to help@zone-it.studio — an account will be created automatically from the sender's address.
4. A forgotten password is recovered with the Forgot password? link on the sign-in page.

Step 2. Creating the request

1. Press the + (create) button in the left panel and choose New Ticket.
2. Fill in the form:

Field	What to enter
Title	The gist of the request in one line. For example: "No video from the camera at post 3"
Text	A full description: what you did, what you expected, and what actually happened
Priority	Your assessment of urgency, where the field is available; the final priority is set by the support engineer
Attachments	Screenshots, log extracts, files that reproduce the problem

3. Press Create (Submit).

The ticket is given a number and a confirmation of registration is emailed to you.

Step 3. Working on the request

• The support engineer's reply arrives by email and appears in the ticket.
• You can reply in two ways: write a message in the ticket through the web interface, or reply to the notification email — your reply is added to the same ticket automatically.
• All of your requests are listed under Overview (My Tickets), filtered by status.

What to include in a request

How complete the initial information is directly affects how quickly the request is resolved. Please include:

1. The part of the system where the problem occurred (map, video wall, reports and so on).
2. The steps that lead to the problem.
3. The expected and the actual result.
4. When it happened, with the time zone.
5. The objects involved: vehicle registration plate, camera name or geofence name.
6. The error message text. If the interface showed a message with a Details button, attach the contents of the dialog it opens: the Message, Status, When, Request and Response body fields.
7. A screenshot showing the problem.
8. Your browser and its version, and the address of your installation.

For diagnosing common situations before contacting support, see Troubleshooting.

Ticket statuses

Status	Meaning
New	The request is registered and awaiting initial review
Open	A support engineer has taken the request on
Pending reminder	Work is paused until a set time or until further information arrives
Pending close	A resolution has been proposed; the ticket closes automatically unless you object
Closed	Work on the request is complete

A closed request can be reopened: simply reply in the ticket or to a notification email about it.

Suggestions for improvement

Suggestions for new functionality are accepted the same way — through the Zammad web interface or by email to help@zone-it.studio.

Every suggestion is reviewed and registered. If a suggestion is judged effective it is added to the development plan and the corresponding changes appear in a new version of the software. See Life-cycle processes for details.