What can you do if problems occur in everyday operations that may be related to software malfunctions? Here are a few examples: Matching with marketplaces no longer works. The printing of shipping labels takes far too long. You suddenly find strange characters in your offer descriptions. Our support team can help you in such cases!
Create support ticket
Would you like to report an error and are you eligible for support? Here's how!
Support tools
These tools support you in handling support cases with JTL.What is TeamViewer?
TeamViewer is a well-known software for remote maintenance. You can use TeamViewer to enable our employees to access your computer and move the mouse pointer.
What does JTL use the software for?
This allows the support employee to solve support cases or install our products very quickly. You can watch the whole time – nothing happens without your knowledge.
What do I have to do?
Please download TeamViewer and install the free version when a support employee asks you to do so. Then transfer the connection data (ID and password) to the support colleague so that they can start the session with you.
What is JTL-OneTimeLink for?
In the event of support, our employees may ask you to submit your data via OTL. This is a secure way to protect your customer data.
What is OTL?
JTL-OneTimeLink (OTL for short) enables you to exchange sensitive data online via a one-time valid link. Simply upload the file, generate the link and send it to the recipient. Once the recipient has received the data, it is irrevocably deleted.
File size limit
Very large data packages (> 5 GB) cannot currently be transferred via OTL. Please test the general functioning with a small file first before uploading very large files.
Your support options
JTL offers you free help in the community forum, low-cost ticket support and fast help by phone. Your support authorization depends on your selected edition. The four JTL editions (ERP & Sales) as well as the four WMS editions (Warehouse Management) are each assigned specific support levels.
As the type and scope of support services are tied to your chosen edition, it is not possible to book extended support without upgrading to a higher edition. When deciding on a suitable edition, you should therefore also consider what support you need on a day-to-day basis and how you would prefer to operate if necessary.
JTL offers you free help in the community forum, low-cost ticket support and fast help by phone. Your support authorization depends on your selected edition. The four JTL editions (ERP & Sales) as well as the four WMS editions (Warehouse Management) are each assigned specific support levels.
As the type and scope of support services are tied to your chosen edition, it is not possible to book extended support without upgrading to a higher edition. When deciding on a suitable edition, you should therefore also consider what support you need on a day-to-day basis and how you would prefer to operate if necessary.
Who is entitled to support?
If you only use the free JTL Start / WMS Start editions, you can report errors in the JTL forum. The merchant community often provides competent help and JTL employees also frequently reply to such posts. However, there is no claim to a solution in the forum.
Customers who use our cost-effective Advanced edition are entitled to Bronze support from our team of experts in the event of technical errors. This includes email support for the solutions included in the corresponding edition. To do this, log in to the JTL-Customer Centre and describe your error in a ticket. Our support staff will process your request and reply within 3 working days.
If you choose our Enterprise edition, you will receive prioritized email support for all JTL products that are available to you with the corresponding edition. The response time of our support team to your ticket is therefore reduced to just one working day.
Would you like telephone support for technical errors? With the Gold Support of our Edition Enterprise, you can enjoy fast telephone support. After you have created a ticket, you can have JTL call you back conveniently. If you work with a certified service partner, you can also have your partner submit support requests to JTL. For service partners, we provide a separate hotline for support requests.
Email support
Support level Bronze & SilverTickets in the JTL-Customer Centre
You are entitled to email support via our ticket system in the JTL-Customer Centre if you have booked the JTL Advanced or WMS Advanced edition. Please note that your selected JTL edition may have a different support level than your WMS edition and therefore the support services may differ depending on the product.
Preferred ticket processingIs the fastest possible response to your error message important to you? Then you should consider choosing our Edition Pro. You will then receive prioritized handling of your concerns – e.g. shortened response times to your support emails from 3 working days to 1 working day.
Telephone support
Gold support levelCallback service
As an Edition Enterprise customer, you can clarify your case with us in person and find a solution quickly by requesting a callback from our support team. Briefly describe your issue and let us know when you can be reached by our staff. They will then get back to you by telephone within 1/2 working day.
Security during / after system changeTelephone support is particularly suitable for system migrants who do not want to do without the security of technical support at a personal level in the first few months after the changeover. Please note our migration service, which can be booked for all customers.
You will receive a landline number that you can use to contact us directly in the event of technical problems or errors. Our support staff will decide whether to initiate remote maintenance (at no extra cost), during which you can explain the problem on your computer.
Questions about operation
Would you like help installing or setting up our products? Or do you have specific questions about operation? The following options are available:
Many of our service partners offer all-round support: They set up ERP, warehouse management and online stores on your premises. The partners then remain your point of contact for day-to-day questions. Remuneration varies depending on the service partner, for example on an hourly basis.
If you don’t want to spend any money, you will find detailed documentation on all products in the JTL-Guide. If you have specific questions that are not answered in the guide, you can also ask other online retailers in the moderated JTL forum, who are often happy to help.
