Promob offers online support through the Requests tool, which you can find on the Promob Service Portal. Through it, you can communicate directly with the Support and Services teams.
Requests are reviewed, answered, and you can track them directly on the Portal. Additionally, you can respond to interactions and close completed requests.
This article covers the following sections:
▼ Register a request
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.
The requested information is:
-
Why are you contacting us today?
I have a question
I have an issue that is slowing me down
An important feature is broken
I cannot sign inor use the application
-
Who does this affect?
Just me
Some people
Everyone
Subject: describe the topic related to the request.
CC Emails: provide email addresses to receive notifications about request updates. IMPORTANT: it's not necessary to provide the user's primary email, only any additional emails you wish to include.
Description: describe the situation related to the request.
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 request
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.
▼ Attach files to the request
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.
▼ Locate a request
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: Questions/Technical issues or situations related to the use of the products.
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:
Use the filters to refine your search:
Request Number: filter by the request number.
Requester: filter by the name of the user who opened the request.
Subject: filter by the subject of the request.
Date Range: filter by the date the request was created.
Status: filter by the request status — New, Open, Pending, Resolved, or Closed.
Service Tickets: Contracted actions such as consulting, customizations, product/service quotes or purchases.
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.
IMPORTANT: 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 request
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 request
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 request
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.
Best Practices
Here are some best practice suggestions when submitting a request. The more detailed the request, the faster the resolution will be.
What to include in the request?
| What to provide | Why it is important |
| Clear description of the problem | Allows understanding the context without needing to ask for more details |
| Complete error message | Facilitates immediate technical diagnosis |
| Steps to reproduce | Allows the team to test and confirm the problem |
| System, browser, and version | Identifies if it is something specific to the environment |
| What has already been tried | Avoids repeated suggestions and speeds up the solution |
| Screenshots or files | Visually confirms what is being reported |
What is happening?
Describe the situation clearly and objectively. The more details you provide, the easier it will be for our team to identify the cause.
Include:
- What you tried to do: what action were you performing when the problem occurred?
- What happened: what was the unexpected result?
- What you expected to happen: how should the system have behaved?
Example of a good description:
When trying to open Promob, a nonconformity is displayed. I tried running as administrator and it persisted; I expected the system to open normally.
Is there any error message?
If the system displayed any error or alert message, copy its full text and include it in the ticket. This is essential for diagnosis.
If possible, take a screenshot (print) of the message and attach it to the ticket. Images of the error greatly help in accurately identifying the problem.
What are the steps to reproduce the situation?
Describe, in order, the steps that lead to the situation occurring. This allows our team to test and reproduce the situation to better understand the behavior that occurred.
For example:
- I access Connect.
- I fill in the client data to start a new project.
- I click save.
- An error occurs on the screen.
Environment data
Information about the environment where the situation occurs helps identify if it is something specific to a configuration. Include:
- System/application version: usually found under Help - About or in the top bar of Promob.
What has already been tried?
If you have already tried any solutions before opening the ticket, describe what was done. This prevents our team from suggesting steps you have already taken and speeds up the process.
Examples of what you can provide:
- I cleared sys and caches.
- I tried updating Promob.
- I restarted the computer.
Files and images
Attaching files to the ticket can be decisive for resolution. Consider including:
- Screenshots (prints) - of the error, the screen with the problem, or the unexpected behavior.
- Log files - if the system generates log files, they help in technical diagnosis.
- Related files - spreadsheets, documents, or imports that caused the problem.
- Screen recording - if the problem is hard to describe, a short video can be more effective.
| Tip: when taking a screenshot, try to capture the entire system screen. This information makes a difference. |
By following these guidelines, you help our team reach the right solution faster. Have questions about how to open your ticket? Please contact us, we are here to help you!