This article explains how to get help when you are stuck in Interaxo Capture – whether it concerns the app, web, 3D or administration.

1. Who should I contact first?

• Project-internal questions
  (for example “who is following up this registration?” or “which template should we use?”):
  → Contact the project manager, the client’s representative or your immediate manager in the project.
• Access, roles and setup
  (for example “I can’t see the project”, “I’m missing a registration type”, “I need a new user”):
  → Contact the administrator/superuser for Interaxo in your organization or project.
• Technical problems
  (for example login errors, error messages, crashes, synchronization problems):
  → Contact Interaxo support.

2. How to contact Interaxo support

Describe here the channels you actually offer, for example:

• Support portal / Zendesk:

  • Create a ticket via our support portal: Send us a request – Interaxo Help Center
   

• E‑mail:

  • Send an e‑mail to: support@interaxo.com
   
• Telephone:
  • Call us on: +47 04550 (opening hours: Monday–Friday, 08:00–17:00)

3. What information should I include?

For us to be able to help you quickly and accurately, it is useful if you include:

1. Description of the problem

   • What were you trying to do?
   • What did you expect to happen?
   • What happened instead (including error message text if possible)?
    

2. Screenshots or screen recording

   • Preferably show the whole screen, including the address bar in the browser or the menu in the app.
    

3. Environment details

   • Are you using app or web?
   • Which device/operating system (e.g. iPhone 14 / iOS 17, Samsung / Android, Windows 11, macOS)?
   • Which browser (Chrome, Edge, Firefox, Safari) and version if relevant?
    
4. Project information
   • Which area and project does the case concern?
   • Optionally the name/ID of the registration or inspection (if it concerns a specific case).

4. Privacy and sensitive information

Avoid sending sensitive information that is not necessary to describe the problem, for example:

• personal identity numbers or sensitive personal data
• confidential agreements or financial figures that are not relevant to the error

If you are unsure whether something can be shared, ask the project manager or administrator before submitting.

5. What happens after I have submitted a ticket?

1. Confirmation:
   You will normally receive an automatic confirmation that the ticket has been registered (via e‑mail or in the support portal).
2. Assessment:
   The ticket is assessed and prioritized by support, possibly in collaboration with the project manager or administrator on your side.
3. Follow-up:
   You will be contacted if we need more information, or when we have a solution/suggestion for next steps.