Need help with one of our systems? The New Soft Ideas support portal lets you report your tickets and track them in one place, with email notifications on every update. This guide walks you through it, from creating your account to following the resolution.

1. Create your account

Go to Create account from the Log In button on the site (or at /Cuentas/Registro) and fill in:

  • Name and Company
  • Email and Phone
  • A password (at least 8 characters)

Use an email you actually check: that's where your confirmation link and all ticket notifications will go.

2. Confirm your email

As soon as you register, we send you a confirmation email. Open it and click the "Confirm my email" link.

  • If you don't see it in a few minutes, check your spam / junk folder.
  • Didn't get it? From the "account pending" screen you can resend the confirmation email.

3. Wait for our team's approval

For security, new accounts go through a team approval before they can operate. It's quick — we'll email you when your account is enabled. Until then, you won't be able to sign in yet.

4. Sign in

When you receive the "account approved" email, sign in with your email and password from Log In (or at /Cuentas/Login).

5. Create your ticket

Once inside, go to My tickets and then New ticket. Fill in:

  • Title — short and clear (e.g. "Receipt won't print at register 2").
  • Description — what happens, since when, and the steps to reproduce it.
  • Priority — how urgent it is for your operation.
  • Attachments — you can drag in images or files (a screenshot helps a lot).

When you create it, our support team is notified automatically.

6. Track the progress

Each ticket moves through states you'll see in your panel:

  • New → just created.
  • In progress → a technician is already working on it.
  • Waiting on client → we need information from you to continue.
  • Resolved → we consider it solved.
  • Closed → finished.

You'll get email notifications on every change, and you can reply and add comments or attachments right on the ticket.

Tips for a good ticket

  • One issue per ticket — keeps tracking clean.
  • A screenshot is gold — attach the error screen or message.
  • Give us context — branch, register, user, approximate time.
  • State the impact — is your operation down, or is it minor?

Ready to start? Create your account and report your first ticket. If you're not a client yet and want to see our solutions, request a demo.