Sowiso support is easily reached from the Sowiso knowledge base. Create an account on our knowledge base, and you will be able to:
- "Follow" articles and sections, so that you can be notified via email if a new article is published.
- Have an overview of all your requests with their live statuses, so you always know the most recent update.
- Leave a note or add an attachment to a previously sent request.
Create an account (one time)
To create an account on the Sowiso knowledge base, go to the knowledge base and click on "Sign in" in the upper right corner. Then click on "New to Sowiso? Sign up".
Fill in your name and email address, and click on "Sign up".
Manage your requests
Once you have your account on the Sowiso knowledge base, you can see all of your previous and open requests to Sowiso support. To do that, go to the upper right and click on your name, and then go to "Requests".
Here you will see your tickets and their statuses. If you click on a ticket, you can add a comment or upload a file to it. This is where you can have your full communication with the Sowiso support team. You will also be notified over email if there is a new response available.
This channel of communication is suitable for any request you might have for the Sowiso team:
Types of support requests | |
| Request type | Examples |
| Question on usage/settings |
How do I change the end date of my class? How do I create an "open free" exercise on Sowiso? |
| Report an issue |
One of my students gets an error when trying to log in. I'm not able to reset my password. |
| Request for change in software |
I would like to request a new setting for Sowiso tests. Could you add another unit to the Sowiso editor? |
| Service request |
Can you create an account for my colleague? I would like to request another (author) workshop. |
| Question about Billing/Pricing/Agreement |
I would like to start using an additional Sowiso course. I would like to discuss our agreement. |
Do you have multiple requests/questions? Please submit them in separate tickets. That way, you can get your answer quicker, as we can handle each of the questions separately.
Ticket statuses
| Status | Meaning |
| Open | Our support team is working on it. |
| In progress | Our support team is waiting for an internal update (from content, development, or a different internal team). |
| Awaiting your reply | Our support team is waiting for more information from the client. |
| Solved | The question has been answered. |
Response time
Our support team is doing their upmost best to get back to you as soon as possible. Some issues require engagement from different departments (development, content, sales) which is why the waiting time might be longer. We also experience a higher influx of tickets at the beginning of the academic year, as well as during exam periods.