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Free JTL Support
How to get quick help with questions about JTL products
In this video we present the free JTL support. With the help of the JTL ticket system, virtually every merchant can use the e-mail support free of charge. However, if you are in a particularly hurry, the paid plans are also available. See more in the video.
Do you already know the JTL User Community?
Today we want to start from the not very nice, but just in reality occurring case, there is a problem. Either with JTL-Wawi, JTL-Shop or other JTL products. What options do you have at this point to fix the problem. One possibility is to look in the JTL Guide, which is the detailed documentation of JTL. If your problem is not listed there, you can use the JTL Software User Community group on Facebook. With well over 4,000 members, which consists of merchants, JTL experts, but also JTL newbies, the probability is high that other merchants there have also already been confronted with this problem. Therefore look there, use the search function or write your problem as a post.
Free JTL Support - What to do in case of problems?
In addition, the JTL forum is a third point of contact. However, if all three options do not provide a desired and, above all, quick solution, then you still have JTL Support at your disposal, which is what this blog is about. A powerful argument in its favor is – it’s free. You pay nothing, if you already use a paid JTL product like JTL-Shop or eazyAuction, which most merchants do anyway, then you can use the basic tariff. But what if you use JTL-Shop, do you also get support for the Wawi?
Free JTL Support - These tariffs are available
Indeed – JTL-Wawi, JTL Ant, JTL Packing Table+ and ShippingLabels are included. The response time is then specified here as 3 days. However, this only applies to e-mail support. We will show you where to find and use it in a moment. For 19,99€ the response time is reduced to 2 days. With the silver rate for €49.99, it’s only 1.5 days and you also get the callback service. This means that someone will either contact you by phone within the specified response time or process your ticket in writing. The phone and callback support and direct phone support and a response time of only half a day are included if you are a JTL Gold reseller. But how can you use the support now? The telephone support can be used in such a way that as a Gold customer you will receive a landline number where you can speak directly with someone to whom you can describe your technical problem.
How to create a ticket in the ticket system
A support ticket, in turn, is created in the Customer Center. In the “Support” section you will find the button for the support ticket. Here you will be informed about current events like espw. drawn attention to an increased volume of tickets. You can first select to whom the answer should go, i.e. to which e-mail address. In the next field you select which product is affected. If you have already opened a JTL forum thread about it, it will help the support to understand your problem better. Therefore enter the URL here, if it already exists. Then formulate a subject in a few words and enter your request as a message. Describe as precisely as possible what your problem is.
Free JTL Support - Support request to JTL
In the last field you should enter your access data for the respective product. Do not worry these can only be called once. To be on the safe side, you can change the password again after the support has helped you. Last but not least, you can read the log files, which should list the processes of your system. These also help support understand what has been done wrong or needs to be changed. At the end just click on “Send support request” and wait. Depending on which support plan you have chosen, your ticket will be prioritized accordingly.
The JTL service partner
Otherwise, if this option does not suit you or does not bring a solution, because third-party systems are affected or in the end simply individually programmed solutions have to be created, then we from eBakery will help you as a JTL service partner. All information about us and the offered service you can get on our agency page, which we have linked to you. Make an appointment directly.
Do you have questions or need an individual offer? Do not hesitate to contact us.
Haben Sie Fragen oder brauchen ein individuelles Angebot? Zögern Sie nicht, uns zu kontaktieren.
