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Vizlib Support FAQs

We've collected some Frequently Asked Questions about Vizlib Support here for you. If you can't find the answer you're looking for, please contact Vizlib Support using the instructions here.  


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What are Vizlib's Support Hours?


We offer support for UK and US business hours 9:00 to 17:00. You can find our full contact details on the Vizlib Homepage here


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How do I Contact Vizlib Support?


To contact Vizlib Support, we recommend using Submit Ticket (Figure 1), either on the Vizlib Portal (using the Support dropdown menu) or the Vizlib Community site (from the Submit Ticket link in the top menu bar).  


Figure 1: Submit Ticket


If you've reported a bug by submitting a ticket, the bug will be tested against the latest version of the extension, and we will ask you to upgrade to a newer version if the issue has been fixed or cannot be reproduced on the latest version. If an upgrade doesn't resolve the issue, we may need to hold a screen share call to progress further. Our support team is UK based, but covers EU and US working hours, you can find full details here.

We may send you a reminder if we are waiting for your response. Please let us know if the case can be closed or click the Close button in the portal to avoid reminders being sent. We aim to communicate frequently with customers who have questions or report bugs, so that we can support you during your data visualisation journey.


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How do I Track Tickets?


Tickets can be tracked by the individual ticket requester. We have this structure in place currently as it meets global security standards, but we are aiming to offer companies the option for to share tickets across accounts and make them visible to colleagues in future.


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How do I Add Colleagues to CC When I Raise a Ticket?


You can add colleagues to your tickets raised via the portal by adding them in CC. Just click and you will be able to add email addresses (Figure 2). You can add multiple email addresses by separating them with a comma.


Figure 2: Submit Ticket


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Can I Receive Product Updates? 


If you register for a Vizlib account, you're automatically added to our mailing list and should receive our monthly updates. To keep up to date with the latest releases, please click Follow on our New Releases and Updates page.


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Can I Request New Features?


You can request new features in the Feature Requests forum in Vizlib Community, where they can be assessed and added to our product roadmap.


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How do I Share Large Files with Vizlib Support?


Sometimes we may require you to share an example app with us. This helps us identify your underlying question or issue faster, so we can spend time on resolving your issue.

You can share large files with us quickly and securely at our our Customer Upload Center (Figure 3). 


Figure 3: Customer Upload Center


Click on the icon to open the upload screen, then add the file (you can drag and drop or browse), add a description and click Upload

We'll receive a notification once your file has been shared, and you'll be able to view the file upload in on the upload center homepage. It's a quick, easy and secure way to make sure we have the data we need to work with you. 

Note on File Size: In the same way that sending large files in an email can take longer to complete the send process, sharing very large files can mean a longer upload process and in some cases the upload process may not complete. We recommend a maximum limit of 10MB for any file you send us. 

If you have any questions about file sharing (or anything else), you can contact us by using Submit Ticket (Figure 4), either on the Vizlib Portal (using the Support dropdown menu) or the Community site (from the Submit Ticket link in the top menu bar).  


Figure 4: Submit Ticket


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K
Kenneth is the author of this solution article.

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