How can I submit a ticket via e-mail?

To submit a ticket via e-mail, simply send a message to support@practiced.freshdesk.com.  

This will automatically create a ticket in our system and you will receive an automated reply.  

Please include the following when submitting a ticket via e-mail:

1. Ticket Priority

This must (must) be included. The options are:

Low, Medium, High and Urgent. 

If priority is not indicated, it will be assigned by whomever receives the ticket based on the description.  If the ticket is urgent and needs immediate resolution, please put some indication of the priority in the subject of the email.  Use words like urgent, immediate, emergency, asap etc... so that the support system can attempt to automatically classify the ticket as urgent. 

2. Description of the Problem

Describe the problem in a few sentences.  Be precise and descriptive.  It is a good idea to include the following if possible:

• Project #/Name
• Revit Version
• Screenshots of the problem
• Description of what you were doing when it happened
• What you've already tried to fix it
• Deadline for resolution or any deadlines and deliverables that are affected. 

Some examples:

Priority: Medium 

Project Example/2525

Revit 2024

I am trying to hide millwork and casework detail callouts and sections in the overall building sections, but they keep showing up even though there is a filter that is being used to collect views that are on sheets starting with 50.  

Priority: Low

Project Example/2525

Revit 2024

Someone has requested that all doors in this project show the correct hardware on swings but when changing the parameter values, nothing changes in the door families.  We are using the swing door and pivot door families from the SA library.  This needs to show up in drawings for the next meeting with AS next Tuesday.