Editors · Beginner · 1:13 min

Reporting a problem & knowledge base

Send a report with technical details and look things up yourself in the knowledge base.

No sound, with subtitles German and English subtitles – switch them on and off with “CC” in the player. The video is hosted on this server and only loads when you press play. The steps below are the full text of the video.

Goal

You report a problem so that support can reproduce it quickly – or you find the solution yourself.

Prerequisites

Permission “report problems” (default for all roles).

Step by step

Transcript: every step matches one subtitle in the video.

Something doesn’t work? Bottom left “Hilfe & Support” › “Problem melden” (report a problem) – on every admin page.
Pick the type (question, bug, wish) and briefly describe what happened.
Matching knowledge-base articles appear on the right – maybe one helps right away.
Technical details (browser, page, version) are attached automatically. Then “Meldung senden” (send).
The support team replies here and by email. “Hilfe & Support” counts new replies.
Look it up yourself: Support › Wissensdatenbank (knowledge base) – with search.
Below every article: “Hilfreich?” (helpful?) – this is how the knowledge base improves.

Tips & pitfalls

Tip

Copy a screenshot and paste it into the description with ⌘/Ctrl+V.

Tip

Use Dringend (urgent) only if the website is down or forms do not arrive.