1 – Help, quick start, tips and tricks for viflow

viflow Help

The viflow help is part of the knowledge base and can be opened directly by clicking on the Online help button {{1}}.

First, you'll see the table of contents, which is divided into individual chapters. Here, just like in Windows Explorer, you can open the categories and navigate through the individual pages.

Quick Start

If you're new to viflow, we recommend taking a look at the Quick Start Guide {{2}}. Here, in ten steps, you'll learn the most important terms and functions, and how to best model your first processes. The Quick Start Guide is part of the viflow Help in the knowledge base and is also available as a video {{3}}.

As an alternative to navigating through the categories and chapters, you can use the knowledge base search function by entering words or topics in the search field.
This searches the entire knowledge base, so other articles "outside" the viflow help can also be found.
In the search field on the right side you can specify the desired category for your search.

"Know how" – Tips and tricks for viflow

With a few clever tips and tricks, working with our process modeling tool viflow can become significantly easier. Our ongoing series "How to" regularly offers new insights into special features and helpful tips for effective modeling with viflow.

Click on the {{4}} button to open the overview page of the "How to" series. An overview of all articles with links can also be found in the knowledge base at ››› How to.

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2 – Submit a support request

 If you encounter errors in the software or have questions about the application, we recommend that you first consult our knowledge base, where you will find many instructions, help and problem solutions.

If you can't find the answer to your problem or error, our support team will be happy to help. Click Submit a Support Request {{1}} to be redirected to our ››› support page, where you can describe the problem or error and submit a request.

Please describe the problems or errors as precisely as possible, specifying the action they occur during, and whether they can be reliably reproduced. Please also state the product, the version, and, ideally, the exact version number {{2}}. If possible, please also include screenshots of error messages.

After you submit your request, our support team will contact you – usually within 24 hours by email or phone.

For detailed analyses, viflow offers various diagnostic options that can be used after consulting our support team. This requires the Telemetry ID {{3}}, which you can find under Product Information and copy to your clipboard by clicking.
The prerequisite for this is that under File – Options – Diagnostics the options {{4}} Activate Logging and Allow viflow to send this data to ViCon are activated.
 Here you can also find the Telemetry ID and create a new one.

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3 – Interesting facts about the knowledge base

The knowledge base is the viflow reference work and contains instructions, general information, help with errors and problems, help for viflow and the add-ons.

Open the knowledge base by clicking the {{3}} button.

If you are looking for a specific topic or problem, we recommend using the search function for quick answers or solutions.

Simply enter the search terms or questions in the field and confirm with Enter.
You will get the best results if you enter several precise terms – if the words are too general you may get too many results.

The search terms found are highlighted in yellow in the results list. Click on the articles to open them or refine/change the search terms.

This always searches the entire knowledge base, but you can narrow down the search by specifying a category on the right side of the field. 

Alternatively, you can navigate through the categories by clicking on the corresponding button (e.g. Tutorials) and manually selecting the chapters and articles.

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4 – Make an online appointment

If you have questions about specific features or the application, you can schedule an online appointment with one of our support representatives. To do so, click the Arrange an appointment online button {{4}}.

Then select the desired date and time.

Now enter your personal information in the fields and briefly describe your request under Remarks. If a support ticket number already exists for your inquiry, please include it as well.

Confirm your entries by clicking on the Book appointment button. 

After submitting your request, you will receive an email from us with an appointment confirmation and a link to connect. The appointment should be automatically added to your calendar.
We usually use the program Microsoft Teams, which does NOT need to be installed on your PC to run the event.

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5 – Arrange a callback appointment

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6 – Chat with support

Another way to contact our support team is via chat. This is generally used for brief inquiries about viflow's features and operation. For more complex questions or errors, please use the "regular" support request via email {{2}} or our online and callback service.

Click the Chat icon in the bottom right corner of the File – Help page, and then click Start new conversation.

 Alternatively, you can also submit a support request here (as above under {{2}}).

Now enter your email address and name and click Send to start the chat. Now enter your question in the text field below and confirm with Enter or click the Sendbutton in the bottom right corner and wait for a response from support. 

 After the chat has ended, you will receive a transcript of the chat history via email.

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