Help & support tickets

Updated on 2026-08-27

Stuck on something? Under Support → Tickets you ask HairConnect directly, without opening your mail. You will also find every earlier ticket of your salon there, with the full conversation.

Creating a ticket

Click Ticket aanmaken (Create ticket). The form asks the right follow-up questions:

1. Subject — one short sentence, e.g. "Receipt 2026-0142 calculates the VAT wrong".
2. What kind of report is it? — a question, something that does not work (bug), a suggestion, your subscription, or something else.
3. Which part of the package? — the agenda, the till, online booking… Based on your choice we ask a few targeted follow-up questions (which receipt number? which staff member?), so we can get going without back-and-forth mails.

If you pick a question, we first show the chapter of this manual that covers it — the answer is often already there.

If you report something that does not work, three short questions follow: what did you do, what did you expect, and what actually happened? Answer as concretely as you can; that is usually all we need to trace the error.

Attaching screenshots

A picture of what you see says more than a description. At the bottom of the form (and via Bericht toevoegen (Add message) on an existing ticket) you can attach files: at most 5 files of up to 10 MB each, as an image (png, jpg, webp, gif) or pdf. We do not accept other file types — and we check the file's contents, not its name. A file that fails the check does not vanish silently: it stays listed next to the message, with the reason.

Tip: on an iPad you take a screenshot with the power button + volume up; on a Mac with Cmd+Shift+4.

The ticket number

Every ticket gets a number like #8d7ce7a4. You see it in the list, on the ticket and in our mails. Mention it when you call or open a new ticket about the same subject.

Replies: by mail and in the back office

After creating a ticket you receive a confirmation mail. The subject of all our mails carries a code like [HC-A7K2M9] — that is how we recognise which conversation your reply belongs to.

• Replying by mail works: simply answer our mail and keep the code in the subject. Your reply then also appears on the ticket in your back office.
• Or from the back office: open the ticket and click Bericht toevoegen (Add message).

Both end up in the same place with us; pick whatever suits you.

The status

• Nieuw (New) — your ticket is with us and not yet answered (or you just sent something new).
• Beantwoord (Answered) — we replied; check your mail or the conversation.
• Afgehandeld (Done) — finished. If you send another message in the same conversation afterwards, it reopens automatically.

Only your salon sees your tickets. Someone from another salon cannot open them — not even with the link.