This article is intended for those customers that use Freshdesk as their support system for Meliora Testlab. You know if you are one of them. If you are not using the Freshdesk as support system, please proceed to https://www.melioratestlab.com/support


Using the support system for the first time


When you use the support system for the first time,  you will need to create an user account to the support system. This user account is different from the Meliora Testlab user account. To get this user account, just create the ticket and check your e-mail for user account activation instructions. or alternatively create your account here https://melioratestlab.freshdesk.com/support/signup . With this support user account, you can review your ticket statuses any time.


Entering a support request

  • From Meliora Testlab help menu choose “Contact support”

  • Enter the details of the request.

    • Give the ticket a short, descriptive Subject. 

    • Choose a ticket type: 

      • "Incident" if there is a bug in Testlab that prevents you for accomplishing what you want to do and there is no workaround. Generally incidents require a workaround / fix in fast schedule.

      • "Problem" If there is underlying problem in Testlab.

      • "Question" If you have a questions about Testlab usage, best practices or other consultative topics

      • "Feature suggestion" - For suggestion for Meliora how to improve Testlab.
      • "Feature request" - For paid feature requests. Meliora will make a proposal for feature requests.

    • For more detailed description about ticket types, please refer to "How Meliora works with tickets" below. 

  •  For us to be able to solve your problem as soon as possible, please try to be as thorough as possible and always include a description and time of occurrence, if any. Please include the steps you did before the error occured.  We highly appreciate screenshots and log files if you have any available.

    • Please attach relevant bug description in ticket description, not inside any attached files.

    • Please avoid attaching whole e-mail discussions in to a ticket.

  • Use priority to define how important the matter is for your company.
    • In case Meliora has agreed using certain way of priritizing the tickets with your company, that will be used.
    • Use urgent for matters requiring immediate action.
    • Use priorities from low to high related to your other tickets. Meliora will use this information to classify the tickets for your organization.

  • Submit a request.


Working with requests:

When Meliora updates the request, you will receive an e-mail with a link you can follow to open the request details. You can always leave a comment to request. The easiest way to add a follow-up comment to your ticket is to reply to the e-mail message.

The requests have states. The states have following meanings:

  • Open: Meliora is working on the request.
  • Pending: Meliora is waiting for the requester to reply.
  • Resolved: Meliora has suggested a solution. If you want to continue with the request you can open the ticket by commenting it. Otherwise it will be closed after 48 hours.
  • Closed: The ticket has been closed.

You can also go to https://melioratestlab.freshdesk.com to manage all your tickets. There you can see the status of all your tickets. If you wish to define how people in your company sees tickets sent by others, please have your contact person to contact Meliora to modify your company's ticket policy.


How Meliora works with tickets:

When Meliora receives the ticket, the support agent might redefine the ticket category to better reflect the request. 

  • Incident - This type will be used for features that Meliora has not intended. Meliora will suggest a workaround and start working to find a permanent solution. Meliora might deploy the fix as a hotfix or schedule the fixing for a future version. Incidents will be closed once a workaround, that allows users to continue working have been given. If applicable, a problem ticket will be created. 
  • Problem - Problems are used for problems that generally have a workaround - meaning you are given a solution that allows you to continue working. Meliora will continue working with a problem to find a permanent solution.
  • Feature suggestion - Meliora records all feature suggestions and plans the implementation of these features internally for future releases. Meliora will notify the customer once the feature has been implemented. Feature suggestion tickets are closed after they have been entered in to the Meliora's backlog.
  • Feature request - Meliora will make a proposal in a form of a technical description for paid feature requests. Urgent requests are handled as soon as possible, other priorities might be grouped and handled as a bunch at a later date.