Support

You send questions and problems from inside the application, and the replies arrive on the same page.

Opening a request

1. Open Help → Support from the menu.
2. Choose New request and enter the subject, type, priority and message.
3. Attaching a screenshot of the problem speeds things up.

Images, PDF, text, Excel, Word and zip files are accepted as attachments: at most 10 MB per file and 5 files per message.

Every user in your company can open requests and see all of your company’s requests.

Following the replies

• When the support team replies, the Support menu item shows the number of unread replies. A notification is also sent to your account’s email address.
• Open the request to reply from the same page.

Status	Meaning
With support	Your request was received and is waiting for a reply
Awaiting your reply	The support team has replied or needs information from you
Resolved	You chose Mark as resolved; replying again reopens the request
Closed	The request was closed; open a new one if the issue continues

If you run VidiStock on your own server

The Support page is the same. Your request is forwarded from your server to VidiStock over a secure connection (HTTPS); your server always initiates the connection, so you do not need to open any inbound port.

What is sent to VidiStock: the request text, the files you attach, the name and email address of the person who opened the request, and the application version. Your stock, sales and forecast data are not sent.

If the page says it is “not connected to the support service” or that the service “cannot be reached”:

• The installation key may not have been entered. Get the key from VidiStock; the person who installed the system puts it in the .env file (see On-premise installation).
• Your server may have no outbound internet access. HTTPS access to the VidiStock address alone is enough.
• In the meantime you can email your request to the address shown on the page. The rest of the application is not affected.