Sending your job file directly to the helpdesk allows our support team to see exactly what you are seeing. This helps us replicate the problem and provide a faster, more precise solution to resolve your issue.
This article covers:
How to email your job from Mozaik
To email your job file directly from the software:
- With your job open, go to the Help menu at the top of your screen.
- Click on Email Current Job To Helpdesk.
- Click Yes when asked to Save job before emailing?
- Note: If this is your first time using this feature, you may see an error regarding your Country of Registration. Simply click OK, select your country from the list in the About Mozaik window, click OK again, and restart from Step 1.
- Note: If this is your first time using this feature, you may see an error regarding your Country of Registration. Simply click OK, select your country from the list in the About Mozaik window, click OK again, and restart from Step 1.
- In the Email Options window, choose the category that best describes your query and click OK.
- The Email Job Information window will appear with your company name and email already filled in.
- Enter a Subject and describe your query in the Comments field. Please provide as much detail as possible.
- If this relates to an existing ticket, please enter your Ticket ID in the Subject box (For example: Ticket ID 1234567)
- Click Send.
- The relevant team will review your job and reply to the email address that you entered.
If you receive an "Email Failed" error while attempting to send the email, you can send the file manually.
To send your job file manually:
- Click OK on the error message.
- You will be asked if you want to send the email manually. Click Yes.
- A window will open showing the location of the job file.
- Please note where this file is saved (it is often in C:\Mozaik\Temp\Email).
- Please note where this file is saved (it is often in C:\Mozaik\Temp\Email).
- Open your usual email client (such as Outlook, Gmail, or Hotmail).
- Create a new email and attach the .dat job file from the previous step.
- Send the email to help@mozaiksoftware.com
In the body of your email, please include a subject and a full description of the issue. The more context you provide, the faster we can help.