Tradesmarter サポート - サポートを求める

When opening a ticket in our support system, it is important to mark the type of ticket, so it will be redirected to the relevant department for faster and better service.

Here are the type of tickets we are dealing with on a regular basis:

Operation Blocker - Complete System Failure - Can't Trade - Impact on All users, All Assets, All countries etc.

Examples - Platform is not loading, CRM is not accessible, All assets are flat lined, no trades can be opened or closed on all assets for all users, No deposits.

This is a blocker and must be communicated immediately by Skype or a phone call.

Bug (Feature was working before, now it doesn’t)

For those rare occasions that something in our systems used to work until a moment ago and suddenly stopped working properly please let us know.

Examples - Discrepancy in reports, specific asset is not loading, specific CRM user can't see his leads.

Risk issues - Any thing connected to risk issues and the risk part of your operation.

Examples - you suspect fraud by a user or a group of users, specific asset is performing badly, your win/loss ratio is not normal.

Configuration and Admin Requests - Any changes you would like to make in your configurations and can't perform it on your own in the CRM

Examples - Change of payouts / spreads, Ban/Allow countries, Add/Remove currency or language, Change redirection url's in widget.

Questions - If you have any general question, inquiry, some explanation or clear sample to a process - that you didn't find answer in our knowledge base solutions sections.

New Feature Request - any improvement, idea, new feature to our systems. New report, new platform or CRM function, New PSP or any other 3rd Party service Integration.

Before contacting Tradesmarter for a service request, you are expected to run internal troubleshooting process to ensure clear communication of the issue.

1. Define the issue:

   1. Complete System Failure 

   2. Bug (Feature was working before, now it doesn’t)

   3. Risk Issue

   4. Configuration and Admin Request

   5. New Feature Request

2. Specify the system related

   1. Trading Platform 

   2. CRM (Reporting)

   3. Back Office (Admin User Management)

   4. System (Server, API etc)

3. Describe the issue/request

   1. Write clear description of the issue including the above titles, explain the expected behavior Vs the current results.

   2. Specify the impact of the problem - is it just one user? all users? all locations? all computers? 

   3. Add screenshots and/or videos pointing out the issue - make sure the screenshot covers your entire screen including the header and footer of the operating system. sometimes the answers to your problems can be spotted immediately by looking in your screen.

   4. Specify steps to reproduce the issue and what measures were taken to identify the problem.