Submit a Ticket

Submit Ticket

FAQ

Included

  • General questions about features and functionality

  • How-to questions

  • Incorrect behavior or results

  • Stability and performance issues

  • Bug reporting

  • Setup and Configuration

Excluded

  • Customization and modifications

  • Redesign and restructuring

In the Description box, please provide as much detail as possible about the nature of the issue, including screenshots and steps to reproduce (as applicable). Also helpful are any recent changes to your environment.

We do our best to triage problems and prioritize assistance based severity and impact. If your issue is critical because of factors not readily apparent to us in the issue itself (such as important users affected, deadlines, production downtime etc.), please communicate this to use

To create a ticket, you can

  1. Email [email protected] with the details about your ticket and attachments.

  2. Connect to your Essatto portal and go to My Account at www.essatto.com

Any actively licensed Essatto customer or partner is eligble for support. Prospective customers who have general questions about Essatto should contact our Sales team at www.essatto.com/contactus or email [email protected]

You can see the response to your ticket and its status in your portal or you can also request a response by replying to the email response from Essatto Support team.

Ticket status types

New: Recently submitted ticket

In Progress: Assigned and pending a response from Support team

With Customer: Support its waiting for your reply or pending session scheduled

Cancelled: The issue is put on hold

Solved: This issue has been resolved

Please submit a ticket. As applicable, include screenshots and steps to reproduce. In some cases we will request a web session with a consultant. 

To reset the password for Essatto go www.essatto.com/web/login and select Reset Password 

We encourage you to share your idea with the Essatto community. Essatto product team regularly reviews these ideas, and take them into consideration when defining Essatto product road map. 

Please open a support ticket and your request will be allocated to consultant or a partner who will contact you. 

Our main support group is based in Perth Western Australia. We operate Mon - Friday 8:30 AM - 6PM WST. However, we have satellite support teams in different regions  which we can  typical cover up to 15 hours per day 5 days a week. Exact hours will vary by time zone. Support is provided in English. 

Our technical consultants are accessible only by submitting a ticket and will contact you to schedule a session as needed. We prioritize response based on urgency and severity. Please include in your ticket submission any extenuating circumstances that require an urgent response.