1. General Introduction
Beehexa introduces to customers using the HexaSync Integration Platform: CUSTOMER SUPPORT SYSTEM for managing, receiving, and processing tickets for each project.
The customer support system is designed to provide customers with a consistent, centralized, and efficient customer support experience. Instead of contacting the project support team via email or online chat, customers can create tickets directly on the system to report issues.
With the new system, Beehexa and the HexaSync Customer Support Team will continue to ensure the project’s customer support time and quality criteria. At the same time, it provides customers with an overview of the ticket-based problem-solving process.
1.1 Accessing the ticket management system
Access link: support.beehexa.com
Image: Ticket management system login interface
1.2 Creating an account and logging in
The ticket management system account can be accessed through Google, Microsoft accounts, or by creating an account directly on the Beehexa Support page: support.beehexa.com
After the account is created, customers can log in with their personal email.
Image: Ticket management system login interface
2. How to Create and Manage Tickets
2.1 Creating a new ticket
To create a new ticket, customers should access our support page and click the “Submit a request” button. A form will appear, and you need to fill in the following information:
- CC: Enter the Email you want to CC to track the ticket together.
- HexaSync Profile (or Company Name): Describe the Profile experiencing the issue that you are requesting support for (or Company name).
- Subject: Briefly describe your request or the problem you are experiencing.
- Description: Clearly and thoroughly describe the issue you are experiencing.
- Attach files: (if any) You can attach images, videos, or documents to illustrate the issue. After completing all information, click the “Submit” button to send the ticket.
Step 1: Create a new ticket
Image: Position of “Submit a request” to create a new ticket
Step 2: Fill in ticket information
Image: Detailed description of requests and issues encountered
Step 3: Send ticket information
Image: Click “Submit” to send the ticket
Image: Support page interface after successfully sending the ticket
2.2 Monitoring ticket status
2.2.1 Ticket statuses
- Open: Ticket has not been received.
- In Progress: Ticket is being processed.
- Pending: Ticket is interrupted, processing temporarily suspended.
- Solved: Ticket has been resolved.
2.2.2 How to check ticket processing progress
Step 1: View Requests information on your account
Image: Check ticket processing progress
Step 2: Check information on the ticket management interface
Image: Ticket management interface
2.3 Updating ticket information
2.3.1 Adding new information to the ticket
Customers can add ticket information in the “Add to conversation” section.
Customers can add emails that need to be CC’d. After supplementing the ticket, click “Submit.”
2.3.2 Responding to support staff
2.3.2.1. Responding directly on the ticket
Customers can respond and interact with support staff directly on the ticket in the “Add to conversation” section.
2.3.2.2. Responding via email
Customers can respond and interact with support staff via email by replying to the correct ticket email sent to them.
2.3.3 Participating in a ticket when CC’d
Image: CC’d ticket management interface
Image: CC’d user responding to the ticket
Image: CC’d user viewing the entire ticket content
2.4 Other features
2.4.1 Searching for tickets
Customers can search for tickets through the search bar or status bar based on criteria:
- Title
- Ticket ID
- Status
2.4.2 Conversation history
Customers can review the entire conversation history and exchanges on the ticket, even after the ticket has been resolved (Solved).
3. Support Policy
3.1 Contact information
Beehexa accepts support requests via email sent to [email protected] or [email protected] or [email protected]
3.2 Severity confirmation
In cases requiring support, the Service User will create a Support Ticket, selecting the Severity level of the issue as described in the table below. Beehexa’s Support Department has the right to clarify with the Service User to redefine the Severity level of the issue.
| Severity level | Description |
| Emergency (highest) | Complete loss of service or an important feature is completely unavailable with no workaround (excluding development issues or issues in test environments). |
| Important | Partial loss of service causing serious impact to the Service User with no solution. |
| Medium | Mild service loss, causing inconvenience, may require a temporary workaround. |
| Low (lowest) | No service loss, no hindrance to software operation. |
3.3 First response
The time for Beehexa’s Support Department to provide a first response to the Service User’s Support Tickets is specified as follows, corresponding to each Severity level:
| Severity level | First response time |
| Emergency (highest) | 1 hour |
| Important | 2 hours |
| Medium | 1 business day |
| Low (lowest) | 3 business days |
3.4 Support progress
After the first response, Beehexa’s Support Department will process each request according to the Severity level of the issue to provide an appropriate solution and continuously update the Service User on the processing status as follows:
| Severity level | Issue resolution time after response |
| Emergency (highest) | Continue 24×7<br>Status updates based on first response |
| Important | Status update every 4 hours |
| Medium | Update once a week |
| Low (lowest) | Update once every 2 weeks |