If you need any help with operational issues when using PFTrack, you can contact The Pixel Farm directly via the User Support tools available within the application.
User Support can be accessed by clicking the button in the ToolBar to open the ticketing window.
Open a new ticket
To open a new ticket, click the button in the Ticket ID column.
This will display a series of pages where you can enter information describing the issue you are having:
Name - your name, which will be attached to the support ticket at each stage,
Title - a short title for your ticket, briefly describing the issue you are having,
Description - a longer description, containing any useful information you can provide.
After entering each piece of information, click the button at the bottom-left of the window to continue. You can go back to any previous page by clicking the button, or cancel ticket creating by clicking the button at the bottom of the window.
You can also attach the PFTrack application log file if you wish, which can help us to diagnose any specific issues you may be having.
Please note that only ticket can be open at any time for each software entitlement that is under support.
Replying to a ticket
Once a ticket is submitted, it will be displayed in the ticket list with the Status showing 'Submitted'. When a ticket is accepted, it's status will change to 'Open' and you can reply to the ticket message thread by clicking on the ticket name in the list:
This will display the ticket message thread, showing all the messages attached to the ticket. You can reply any any time by clicking the button at the bottom-right, entering your text in the popup text line, and then clicking
If you would like to attach any further information such as screenshots or log files, you can click the button and follow the instructions to select a file to upload.
Once you have selected your file, clicking the button will send to file to our servers and automatically attach it to your support ticket: