Guidelines for Ticket Submission

When submitting a ticket, follow the guidelines below to ensure it is not automatically considered as Spam.

Only one Issue/Question/Topic per ticket [No exceptions]

When submitting and/or replying to a ticket, DO NOT CC any MathCraft Personnel. CCing any MathCraft Personnel will automatically flag your ticket as Spam and its not recoverable by anyone.

For the Subject, 

• DO NOT use the same subject name over and over again as the system will assume you are a bot trying to spam the system.

• DO NOT use the Product Name as the Subject.

⚠ Secure Communications

We kindly request your attention to an important matter concerning communications related to tickets. To ensure smooth processing of tickets and uninterrupted support from our team, we kindly ask that you refrain from CCing any MathCraft personnel or altering the subject name when replying to the tickets.

Please be aware that such actions may inadvertently trigger our spam filters, rendering the ticket unavailable to our team and potentially delaying the resolution of your inquiries.

Additionally, repeated instances of these actions could lead to automatic account suspension, which regrettably cannot be reversed by our team.

As part of our commitment to data security and confidentiality, we are required to communicate exclusively with authorized personnel designated by your organization. If there is someone included in this chain who has not yet activated their Customer Service Portal account, we kindly request them to do so promptly.

Your cooperation in adhering to these guidelines is greatly appreciated and will help us maintain efficient communication and support processes.