If you have a problem or question about DRACOON, please first search our extensive support documentation—this may already solve your problem or answer your question.

If you do not find what you are looking for and need further support, please submit a support request (a so-called ticket). Our support team will then contact you via the ticket.

Create a DRACOON Support account

To submit a support request for DRACOON, you first need an account with DRACOON Support. If you do not have such an account, please create one as follows:

1. Open support.dracoon.com, and then click Sign in in the top right corner.
   
2. In the login screen, click Sign up.
   
3. Enter your first and last name and your business email address. Click I'm not a robot, and then click Sign up.
4. You will receive an email with the subject Welcome to DRACOON Support. Click the verification link in the email to confirm your email address.
5. Enter your desired password in the Password box, and then click Set password.
6. Your DRACOON Support account has been created and you are now signed in to DRACOON Support. Instead of Sign in, your user name will be displayed in the upper right corner:
   

Sign in with your DRACOON Support account

If you have already created a DRACOON Support account, you must be signed in to submit a DRACOON support request. If you are not yet signed in, proceed as follows:

1. Open support.dracoon.com, and then click Sign in in the top right corner.
   
2. Enter the email address you used to register with DRACOON Support and your password.
   
   
   If you have forgotten your password, click Forgot my password below the Sign in button to set a new password.
3. If you don't want to sign in every time you visit the site, select the Stay signed in check box. You will then remain signed in until you log out manually.
4. You are now signed in to DRACOON Support. Instead of Sign in, your user name will be displayed in the upper right corner:
   

Submit a support request (ticket)

Once you are signed in to DRACOON Support, you can submit a support request as follows:

1. At the top of support.dracoon.com, click Submit request.
   
2. Fill out the request form as detailed as possible. Depending on the topic you select, different additional fields will be displayed.
   
   In the CC field, you can enter the email addresses of other people (e.g. colleagues) who should also be notified of changes to the ticket, e.g. about reactions from the DRACOON Support team. People in CC can also reply to the email they receive when changes are made to a ticket (their reply is recorded in the ticket so that it can be viewed by all participants) and thus actively participate in the ticket.
   For optimum handling and tracking of your support cases, we recommend that you limit each of your support requests to one topic at a time. If you have multiple issues that affect different areas of DRACOON, please submit a separate support request for each topic.
3. Click Submit to submit your request.
4. A new support ticket with a unique number (ID) will automatically be created for your request. You will receive an email informing you that your ticket has been received by the DRACOON Support team including the ticket ID of your request.

Overview of your support requests

To view your current and previous support requests and their status, follow these steps:

1. Sign in to support.dracoon.com, click your username, and then click My activities:
   
2. A list of all your open and past support requests is displayed.
   In the ID column, you will find the ticket ID, which can be used to uniquely reference each ticket.
   The colored status field in the right column informs you about the status of your requests:
   
   The request is being handled by the DRACOON Support team. Please wait for their reply.
    The request was answered by the DRACOON Support team. To continue, a reply from you is required.

   If you do not respond to a request with the status "Awaiting your reply" for 8 days, you will automatically receive a reminder email asking for your reply.
   After another 5 days without your reply, you will receive another automated email informing you that the request will be automatically closed in 3 days if no reply will be received from you until then.
   Thus, requests with the status "Awaiting your reply" to which you have not responded for 16 days are automatically set to "solved" and closed.
    The DRACOON Support team has marked the request as "solved" because the case is closed.
3. To find out which member of the DRACOON team is currently working on your request, click the subject of the request (far left column). On the right you will see the name of the DRACOON team member under Assigned to.

You can use the direct link support.dracoon.com/hc/requests to get to the list of your support requests. You might want to add this link to your browser bookmarks for quick access.

Reply to questions from the DRACOON Support team

If the DRACOON Support team has responded to your request and needs more information from you (the ticket status is "Awaiting your reply"), you can reply in two ways:

• Simply reply to the most recent email you received from DRACOON Support asking for your reply. You can also insert screenshots for illustration or attach files (e.g. log files). Your email response will automatically become part of the ticket.

or

• Use the overview of your requests at support.dracoon.com/hc/requests (see above). Click the subject of the desired request to open it, and then click Add to conversation:
  
  A form will then appear where you can enter your reply and, if necessary, add attachments.