Need assistance? Our team is here to help.
Open a support ticket for fast and effective solutions to keep your systems running smoothly.
Requests submitted through our ticketing system will be processed during our regular working hours, from Monday to Friday, 07:30 – 12:00 and 13:30 – 17:00, excluding holidays and extended weekends.
To open a new ticket simply send an email to ticket@oripan.it.
To open a ticket, simply send an email to ticket@oripan.it using the same email address provided during the sales contract process. This allows the support staff to identify the requester.
To check the status of an open ticket, log in to the portal using the same email address and the password that was automatically generated during the portal registration.
Submit a clear request with a detailed explanation of the issue you’re experiencing, always specifying the function/procedure involved. If possible, include a specific case or example showing where and how the issue occurs. Support team responses are always sent via email to the address used for the original ticket submission.
Once a ticket is opened, our support staff will respond as soon as possible.
If further clarification is needed after the response, simply reply within the same ticket to avoid opening multiple tickets for the same issue.
The support center may merge tickets related to the same issue to prevent confusion.
Once closed, a ticket remains accessible and can be commented on at any time to reopen it and bring it back to the attention of the support team.
To request hardware support, open a support ticket by writing to ticket@oripan.it using the email address provided during the sales contract process.
After reviewing the reported issue, our staff will assess the case and take appropriate actions for any repairs or replacements
Switching to a ticketing system was driven by the need to allow support staff to collaborate without overlaps, categorize and prioritize requests, and assign each ticket to the appropriate person quickly and efficiently. A call center system, where the client has to wait on the line, cannot offer the same benefits and lacks traceability regarding resolution times and methods.
Phone calls will be handled by our switchboard, but they will not be given priority since they are not entered into the system and therefore not managed directly by the support center.
Requests submitted through the ticketing system will be handled during our regular working hours: Monday to Friday, from 7:30 AM to 12:00 PM and 1:30 PM to 5:00 PM (excluding holidays and long weekends).
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