How do I write a support ticket?
Last updated: 31 October 2026 · The MargenOptimierer app is in German. Button and menu names are shown exactly as you see them, with the English meaning in brackets.
You write a support ticket under Support in the menu on the left, in the Neues Support-Ticket (new support ticket) form. You give it a title and describe what happened. The reply comes by email, and you'll also find it under Support in the Deine Support-Tickets (your support tickets) list. Every member of your company can write support tickets, even with the Nur lesen (read only) role.
How it works
- Click Support in the menu on the left.
- In the Titel (title) field, say in a few words what it's about.
- Under Worum geht es? (what is it about?), click an answer, such as Etwas funktioniert nicht (something isn't working).
- Under Beschreibung (description), write what happened, where and when.
- If it helps, drag a screenshot into the Dateien auswählen oder hierher ziehen (choose files or drag them here) field.
- Click Support-Ticket senden (send support ticket).
Example: Shipping costs missing from the margin
On 14 October 2026 the Marge (margin) page shows no shipping costs for the oak table, even though you entered 4.90 €. You enter “Shipping costs missing from the margin” as the title and choose Etwas funktioniert nicht. In the description you write the table's SKU and the 4.90 €, and you attach a screenshot. After you send it, the top of the page shows, for example, „Dein Support-Ticket #1042 ist angekommen.“ (your support ticket #1042 has arrived).
On 16 October 2026 support asks a question, and your support ticket shows „Wartet auf deine Antwort“ (waiting for your reply). If you don't reply for 14 days, it changes to „Gelöst“ (solved) on 30 October 2026, and you get an email about it. You can reopen it at any time after that.
What comes after the ticket
Giving support access to your company
If you want support to see your company in MargenOptimierer, tick „Der Support darf bis …“ (support may until …) in the form and choose the day. Up to and including that day, support is an admin of your company and can also send bids and budgets to OTTO. Support can do everything an admin can do, except change support access and agree to a notice, and only the owner can cancel anyway. The owner, an admin or a staff member can tick the box. With the Nur lesen role, the box isn't there. You can end the access at any time on the right of the Support page, in the Support-Zugriff (support access) card, with Zugriff beenden (end access).
Replying to support
Under Deine Support-Tickets, click your support ticket, write your reply at the bottom and click Antwort senden (send reply). You can also reply directly to the email from support. Every member of your company sees all of the company's support tickets and can reply to them.
If the problem is still there after the solution
Click the solved support ticket in the list and then Ticket wieder öffnen (reopen ticket). Then write what still isn't right. You can also reply to the email in which support sent you the solution.
Next
- Where do I find notices from MargenOptimierer?
- What can each role do?