FAQs
Raising support requests, your SUPPORT Account and your tickets on SIDRA Support.
Raising a request
How do I ask for technical support?
Existing customers: sign in to SIDRA Support with your SUPPORT Account and raise a new request. Files you attach go straight onto the ticket.
New customers: if you don't have a SUPPORT Account yet, email support@sidrasolutions.com.
- Tell us your name, organisation and the SIDRA INTERSECTION version you use.
- Describe what happened. Include any error message word for word.
- Attach your project file (*.sipx), screenshots or PDFs, up to 20 MB in total per email. Please don't send zip files or programs.
We email you a ticket number. Technical support is included with every subscription and with current COVER.
How do I follow up on a ticket?
Reply to any email we send about the ticket. Your reply, and any files you attach, go straight onto the ticket. You can also open the ticket on SIDRA Support and reply there.
Tip
To send us a file later, reply to the ticket email and attach it. Please don't send zip files or programs.
Your SUPPORT Account
What is a SUPPORT Account?
Your SUPPORT Account is your sign-in for SIDRA Support, where you can see all your tickets and reply to them. It is separate from your SIDRA user profile and your STORE Account.
How do I get a SUPPORT Account?
We set one up when you first contact us. You receive an email, "Set your password for SIDRA Support", with a link to choose a password. You don't need an account to contact us.
How do I sign in?
- Go to the SIDRA Support sign-in page.
- Enter the email address you use with us, and your password.
- Click Sign in.
What if I forget my password?
- On the sign-in page, click Forgot your password?
- Enter your email address and click Reset my password.
- Follow the link in the email we send you.
How do I change my profile?
- Sign in to SIDRA Support.
- Open the account menu (your initials, top right) and choose Profile and password.
- Make your changes and save them.
How do I change my password?
Choose Profile and password in the account menu, as above.
Your tickets
How do I see my tickets?
Sign in to SIDRA Support. My tickets lists your tickets. Use the filter to show open or pending tickets, resolved or closed tickets, or all of them. Click a ticket to open it.
What does a ticket page show?
The conversation, with the newest message at the bottom. Below it are the reply box and the ticket's details.
What else can I do with a ticket?
| Action | How |
|---|---|
| Reply, with files | Click Reply |
| Close a ticket | Click Close ticket |
| Copy someone in | Click Add people and enter their email address |
Info
When we reply to your ticket, we also email you, so you can reply from your inbox.