Promob provides online support through the tickets tool, located in the Promob Service Portal. Through this tool, you can communicate directly with the support and service team representatives.
Tickets are analyzed, responded to, and can be tracked directly on the Portal. Additionally, it is possible to respond to interactions and close completed tickets.
This article covers the following sections:
Register a ticket
You can register a ticket through two options:
Option 01 - Through the Promob Portal
1. Access the Promob Service Portal.
2. In the side menu, click on Support Tickets - New.
Option 02 - Through Promob
1. Open Promob and access the menu Help - Support - Open ticket.
2. Select the type of product for which you want to open the ticket.
3. Fill in the Product details and serial number. Click on Next.
4. Fill in the Details of the ticket and click on Save.
IMPORTANT: For more efficient service, include:
- Images that exemplify the situation or question.
- Clear description with: where it occurs, since when, after an update? In all projects or just some?
- Sample project (*.promob), if applicable.
- For CNC cases, include images of the Plugin configurations.
- For cases with Cut Pro, attach the folder C:\ProgramData\Procad\Cut Pro.
NOTES: The ProgramData folder is hidden. Click here.
Register an ERP ticket
1. In the new ticket menu, click on the option ERP. The screen is displayed as below:
2. Choose between Promob ERP or Focco ERP.
3. Fill in the required fields and click on Save.
IMPORTANT: Include files, images, and detailed descriptions to expedite service.
Locate a ticket
1. Access the Promob Service Portal.
2. Click on Support Tickets - Visualize.
3. In the new interface of the Promob Portal, tickets are divided into two tabs:
- Support Tickets: Technical questions or situations regarding the use of the products. tickets opened after 06/08/2025.
IMPORTANT: If you cannot locate your ticket, check if it is in the Service Tickets tab or click on the yellow notice displayed on the screen:
- Service Tickets: Contracted actions such as activations, releases, or customizations, opened before 06/08/2025.
Use the filters to refine your search:
- Ticket ID: filter by the ticket number.
- ticketer: filter by the name of the user who opened the ticket.
- Subject: filter by the subject of the ticket.
- Period of and To: filter by the date period in which the ticket was created.
- Status: filter by the status of the ticket, Awaiting answer | Awaiting ticket | Awaiting another area | In service | Resolved.
ATTENTION: Check if you are logged in with the same email used to register the ticket. A single login may be linked to multiple different accounts.
To track a Ticket
1. Tracking can be done:
- Through the Promob Portal
- Through the email registered in the ticket
IMPORTANT: Whenever a ticket is created or responded to, an email with the access link will be sent to the ticketed.
Examples:
- Email for opening the ticket
- Email response from a representative
Respond to a ticket
1. Access the ticket on the Portal.
2. In the interaction area, type your message in the blue field.
3. Click on Send.
Reopen a ticket
IMPORTANT:
- Reopening is allowed only within 5 days after closure.
- After the final evaluation, the ticket will be permanently closed.
1. Access the closed ticket.
2. Write the new message.
3. Click on Reopen ticket.
4. A new interaction will be recorded in the ticket history.
Attach files to the ticket
1. Access the Details of the ticket.
2. Click on the icon Attach.
3. In the upload window, click on Drag and drop or click here to locate and attach the file.
4. The file will be added to the ticket.
5. Click on Respond to send the attachment.