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CapellaFX Software Spotlight: Creating a Support Ticket

Occasionally, users need a hand with CapellaFX. Our client support team is here to help.

The easiest way to get in touch with us is creating a support ticket directly within CapellaFX.

To get to our ticketing system, log into CapellaFX at https://www.htcapella.com, and click the Client Support icon in the bottom right hand corner of the main menu screen.

If it’s your first visit, you’ll need to click “Sign up for an account” and follow the steps. If you already have an account, simply enter your user name and password. If you’ve forgotten your password, click the “forgotten your password” link.

Once you’re logged in, the CapellaFX Support Desk customer portal will be displayed. Here, you’re presented with four options:

  • CapellaFX
  • Implementation
  • Service Requests
  • SSAE 16 Downloads

The first two options offer the ability to create support tickets.

Under CapellaFX, you may submit tickets for:

  • General issues
  • MTM – Error Messages
  • Rates & Regressions
  • Trading/Confirm Portal

Under implementation (a section designed specifically for clients in the implementation phase), you may submit tickets for:

  • Strategy Setup
  • Exposure Setup
  • Trade Setup
  • Period Close
  • Reports
  • FXall

Once you create a ticket, a number will be assigned to your issue and you will receive an email notification. Please do not reply to the email notification; instead, use the link “View the Full Request” in the email. This link will take you to the ticket page from where you can communicate with us. You can add attachments to your communication.

The ticket will be saved even after the ticket is closed. You can access it from the customer portal’s main menu. You can get to the main menu page anytime by following the “CapellaFX Support Desk” link at the top of your ticket or by re-accessing the service desk via the client support button in Capella.

Every time you or our support team comments on the ticket, a notification email will be sent. Never reply to it – click on the “View the Full Request” or “Add Comment links.