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As of October 15, 2024, Shipfix will leverage Atlassian Jira Service Desk as its issue tracking platform. To limit disruptions to the current support experience, we will continue to provide both support through Chat (while logged into the Shipfix platform) and support via sending a direct email to support@shipfix.com, and direct phone. The new Help Center is advised but not mandatory. Impacted Products
This change applies to all products on the Q88 platform, including Milbros and VMS.
Submitting an issue
There are three ways to get assistance from Veson Support.
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We recommend submitting your support requests via the Help Center to ensure that our team has visibility of the requests coming in. Using the Help Center allows you to set the correct priority level so we can triage and manage any issues in a timely manner. When a Shipfix Support team member replies on your case, you will be sent an email that allows you to view past conversations, reply directly via email, or click a link to view the ticket. Email Notifications
Email Notifications
Notifications from Shipfix Support will be sent from vsd@vesonjira.atlassian.net. You will receive an automated system notification in the first instance that confirms we have received your message and provides you with a ticket number. The ticket number prefix is VSD followed by a unique ID such as VSD-1010, for example.
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If you are already using the Help Center because you are an IMOS Platform customer and/or Q88 Customer, you do not need to recreate an account to submit issues. You can continue to access the Help Center as normal. However, for Shipfix, you will need to submit tickets via the Shipfix Support Help Center. There is a new field in the submission form that allows you to select the product associated with your issue. This helps us route your issue to the right expert within our team. The Help Center will be the place where you can find updates to all your support tickets for various Veson products.
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Introduction to the Help Center, login, and usage: Self-Service Help Center
Best practices for submitting tickets: Reporting an Issue
Help Center Homepage: Veson Nautical Help Center
We look forward to offering you this heightened level of support and continuing to provide the best experience possible for our clients. Please feel free to reach out directly if you have further questions.
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