This article describes how to open a ticket in our Helpdesk System.
Communication channel for opening a ticket
There are three different ways how to open a ticket in our Helpdesk System.
Our preferred option to get in contact with the Open-Xchange Helpdesk is to use the Web-UI which is reachable via
Each communication channel requires being registered in our system. I you have sent an email to support@open-xchange.com or helpdesk@open-xchange.com, you have already an account in the new tool. But you may not know about your credentials.
How to request a ticket system account? will answer how to get the credentials. Using the Web-UI gives you the most flexibility to distinguish between different
Ticket Types. Using Email to open new tickets doesn't allow you to define different Ticket Types. It always default to either
Service Request or
Support Request, depending on whether you are also a registered Open-Xchange customer, using any of Open-Xchange's Software or Services.
Web-UI
Using the Web-UI should be quite self-explaining. Depending on what type of OX Product or Service you have registered, you can create requests using different Ticket Types (see also
Ticket Types).
E-Mail
If you decide for using Email to open a new ticket, you have to take care of at least some mandatory information in some required format. You may use the following mail template to open a ticket via email, and send it to support@open-xchange.com or helpdesk@open-xchange.com:
License Key: OX-SUPPORT-OR-LICENSE-KEY-XXX
Server: url of the machine
Server Version: server version or package list
Platform: Please choose one from
Environment: Staging or Production
GUI Version: GUI version or package list
Severity: 4, 3, 2, 1 (see description of Severity Levels)
End-User-Impact: Unknown, Single, Multiple, All, VIP
Track-ID: the customer's internal tracking number, e.g. from its Bugzilla
Date/time of last changes to configuration or installing updates (with description) or any other changes that were done within at least the last 24 hours
Issue Description:
Steps to reproduce: Provide a detailed description of the issue/incident and ideally a step-by-step description
Used OS/Browser/Client (with version):
Date/time of test (with timezone):
Current behaviour / Error or Unexpected Results (Date/time):
Expected behaviour:
(Test account to reproduce issue: )
REST API
The third option, to open tickets, is via the Zammad REST API. For this we have provided an additional article which describes what needs to be done for using it. You can find the article at
How to access the Ticket System REST API.
Open-Xchange Severity Levels
Severity 1
Shall mean Incidents that are defined as a complete outage of either a Primary Service (e.g. IMAP, POP3, SMTP, or the WebUI and depends on the supported components of the Joint Solution Environment) or an interruption or malfunction causing a critical impact on Customer’s business with no possible Workaround, meaning it affects more than 35% of the Users deployed on the system.
It also means a concrete security threat causing an imminent risk to the Customer’s or a User’s data integrity to lead to an unintended data disclosure.
Severity 2
This means that the Customer’s business is severely disrupted. This is the case when a Primary Service (e.g. IMAP, POP3, SMTP, or the WebUI and depends on the supported components of the Joint olution Environment) is performing below the defined Performance Threshold or cannot be used by more than 10% of the provisioned Users on the system. A major functionality (e.g. search function, the ability of users to create new contacts), or a Secondary Service (e.g. Provisioning API, CalDAV, CardDAV, OX Documents and depends on the supported components of the Joint Solution Environment) cannot be used by more than 35% of the Users.
Severity 3
Shall mean Incidents, which involve partial loss of non-critical functionality, one that impairs many operations, but allows the Customer to continue to operate. It also means issues occurring in a Staging Environment that would normally cause a Severity 1 or Severity 2 Incident to the Production Environment.
Severity 4
Shall mean general usage questions, recommendations for product enhancements or modifications, documentation, translation errors and all other issues not qualify for a Severity defined above.