Why Detailed Support Tickets Matter
At Graphisoft, we’re committed to delivering excellent support for your Archicad experience. The more details you provide in your support tickets, the faster and more effectively we can resolve your issues. Here’s why clear, thorough information helps us help you:
A clear description of the issue: Please describe the problem clearly and in detail, using straightforward language. Aim to be concise while still providing enough information. To avoid confusion, it is recommended to open a new request for each issue.
Screenshots: Screenshots are helpful, but screen recordings are even better!
When sending screenshots:
- Capture the entire screen. (It’s often helpful to see the work environment for context, including any enabled tools.)
- If needed, mark up the screenshot to highlight the problem area.
Steps to Reproduce: Outline the steps needed to recreate the problem. If preferred, attach a screen recording demonstrating the issue.
Who is the issue affecting: Indicate whether the issue occurs across multiple computers/Archicad users/projects or is specific to one machine/Archicad user/project.
Archicad Details: Provide the Archicad version, build number, and language (found under Help > About Archicad). Specify whether you’re working with a PLN file or a Teamwork file.
Operating System: Include your operating system and version number (e.g., macOS 12.3). Providing details about your Archicad version, operating system, and any customizations or plugins gives us important context to replicate the issue more accurately.
Is the issue critical: Understanding the severity and impact of your issue helps us prioritize support requests. Whether it’s a minor inconvenience or a major problem, clear context allows us to allocate resources effectively and address critical issues first.
Error messages: If you experience an error message, please include a screenshot and/or the text of the message.
Troubleshooting steps undertaken: List any steps you have taken to try to solve the issue.
Project Files: If applicable, include any files that help illustrate the issue.
TIP: What does the status of my Request indicate