The best way to get great answers is to submit an awesome support ticket! Most folks haven't been on the answering side of tickets, so it's expected to not have an instinctual ability in this area. Here are the secrets!
Make a ticket awesome with CONTEXT
Mention exactly which customer you're having the issue with, or which vendor, or which item. It's possible that whatever your problem with isn't a global setup issue or software thing, but something about that particular entity.
Make a ticket awesome with a BIG SCREENSHOT
No need to save pixels here. Show your whole browser window. Often there's a clue that support can see that's somewhere outside of the issue you're focused on.
Make tickets awesome with WHY
Some tickets are submitted with a very simple "how" question. Something like "How do I do X?" Generally the X falls outside of normal business flows. To best answer these tickets it's super helpful for us to know WHY you are trying to do this. Because once we know that there's usually a better answer available "Oh! No, you shouldn't do X. To accomplish what you're trying to do, you should Y."
Make your ticket awesome by keeping it SINGLE-ISSUE
If you have three issues, open three tickets. Adding "Oh, and also, I have a problem with this other thing..." at a bottom of a ticket suddenly means there are two conversations happening at once, and this means the answers and followups get more complicated for you.
Check all your awesome tickets by MAKING AN ACCOUNT
ALOX4 is an ERP, and there's no great value to be brought to our clients by building our own ticket system. We leave that to JitBit because they focus on exactly that.
You can submit a ticket into the JitBit support system straight from the "Send Support Ticket" link in the ALOX4 app, and it's connected to your email when you submit it. You'll get updates emailed back to you when the ticket is answered, but you don't have a full account at JitBit yet. It's more of a placeholder with your email.
Whitelist support@alox.jitbit.com if you're having trouble, and check your spam folder.
You can register at https://alox.jitbit.com/User/Login This will let you see all of your previous tickets, check statuses, and follow up on any tech questions asked. This avoids all the issues with email deliverability.
All of your tickets that you submit via ALOX4 use the email address you log into ALOX4 with. So create your JitBit account with the same email address.
JitBit is an entirely separate system from ALOX4: the password is not synchronized or in any way the same as the password you use with ALOX4.
Maximize your ticket awesomeness by keeping it out of EMAIL
The best thing about email is everyone knows how to send one and it's pretty easy. However, it turns out relying on that one particular characteristic doesn't yield great results.
In the same vein, everyone knows how to make a phone call, but it's a bad way to transmit a document. Everyone knows how to send a text, but it's a bad way to propose marriage. Everyone knows to eat a cookie, but it's a bad way to get protein.
Email has no way to track ticket status, doesn't manage multi-person support well, has issues with attachements, and suffers from human habits that work against handling technical issues. Great for conversations, bad for debugging and instruction manuals.