1. Microplan Ticket Support user
guide
Page 1 of 6
Revision: 1
Date: 22/10/12 User guide
Author:
Marco Ragno
Microplan s.r.l.
Via Andrea Doria 2
37066 Sommacampagna (VR)
Italy
Tel. + 39 045 8961658
Fax + 39 045 8961662
microplan@microplan.it
www.microplan.it
P.IVA - VAT ID: IT 01905370233
Welcome to
Microplan Ticket Support
This user guide gives complete instructions for the use of the web based Microplan Ticket Support
which is accessible at the following link:
http://support.microplan.it
At the beginning the welcome page will appear on the screen, showing two possible choices:
either to open a new ticket or to check the ticket status.
A button to access the Frequently Asked Questions (FAQ) is also available in the welcome page:

2. Microplan Ticket Support user
guide
Page 2 of 6
Revision: 1
Date: 22/10/12 User guide
Author:
Marco Ragno
Microplan s.r.l.
Via Andrea Doria 2
37066 Sommacampagna (VR)
Italy
Tel. + 39 045 8961658
Fax + 39 045 8961662
microplan@microplan.it
www.microplan.it
P.IVA - VAT ID: IT 01905370233
Open a new ticket
In order to open a support request click on “Open New Ticket”; the system will show the following
page:
Please enter the following information in the appropriate fields:
- “Full Name” your name and surname
- “Email address” your email address (make sure it is correct)
- “Telephone” your telephone numer (do not forget the country code)
- ”Help Topic” select the appropriate topic in the dropdown menu
- ”Subject” please be as specific as possible when providing your information, subject
line should be significant, for example “Low flow rate in end-of-line test bench
S/N 1/614” rather than “We have a problem”.
- “Message” please give as many details as possible, for instance if you are reporting a
fault, first identify the item (ex. water flow meter), then the manufacturer (ex.
Siemens), the part number and do not forget to mention if something have
changed recently (ex. a new procedure, or the connection of a further device

3. Microplan Ticket Support user
guide
Page 3 of 6
Revision: 1
Date: 22/10/12 User guide
Author:
Marco Ragno
Microplan s.r.l.
Via Andrea Doria 2
37066 Sommacampagna (VR)
Italy
Tel. + 39 045 8961658
Fax + 39 045 8961662
microplan@microplan.it
www.microplan.it
P.IVA - VAT ID: IT 01905370233
ecc.), if there are conditions where the fault doesn’t happen, during which
test and at what moment of the test the fault happen.
- “Attachment” Add files for better understanding
Once you have filled the form click the “Submit ticket” button to submit your request; the system
will create a notification page as the following one to confirm that your ticket has been submitted:
After the ticket submission the system will send an email to “Email address” indicated in the form.
The Email will contain:
- Ticket number
- Link to the ticket

4. Microplan Ticket Support user
guide
Page 4 of 6
Revision: 1
Date: 22/10/12 User guide
Author:
Marco Ragno
Microplan s.r.l.
Via Andrea Doria 2
37066 Sommacampagna (VR)
Italy
Tel. + 39 045 8961658
Fax + 39 045 8961662
microplan@microplan.it
www.microplan.it
P.IVA - VAT ID: IT 01905370233
Once the ticket is opened all conversations between Microplan staff and the customer will be
written in the web editor, while the customer will be notified of any new message through automatic
emails.
Post a reply to an existing ticket
Through the given link the customer can monitor the progress of his tickets and post his replies. To
do that he just have to write his message in the designed window and click the Post Reply button.

5. Microplan Ticket Support user
guide
Page 5 of 6
Revision: 1
Date: 22/10/12 User guide
Author:
Marco Ragno
Microplan s.r.l.
Via Andrea Doria 2
37066 Sommacampagna (VR)
Italy
Tel. + 39 045 8961658
Fax + 39 045 8961662
microplan@microplan.it
www.microplan.it
P.IVA - VAT ID: IT 01905370233
Whenever the replies of the customers are successfully posted the “Message Posted
Successfully” message will be displayed.

6. Microplan Ticket Support user
guide
Page 6 of 6
Revision: 1
Date: 22/10/12 User guide
Author:
Marco Ragno
Microplan s.r.l.
Via Andrea Doria 2
37066 Sommacampagna (VR)
Italy
Tel. + 39 045 8961658
Fax + 39 045 8961662
microplan@microplan.it
www.microplan.it
P.IVA - VAT ID: IT 01905370233
Check the status of a ticket
Customers can always check the status of their tickets at:
http://support.microplan.it
Clicking the “Check Status” button a window like the following will be displayed:
Click on “View Status” button, a window like the following will be displayed:
Then clicking on the “Subject” of the ticket (“Software Issue in our example”) the related ticket will
be opened.