Carlson Software Knowledge Base

Carlson Software uses the Jira platform from Atlassian Software to track and respond to inbound technical support requests. To effectively facilitate your technical support inquiry, Jira will direct your message into a designated support queue based on to whom you send your message (e.g. support@carlsonsw.com, mcsupport@carlsonsw.com, dotsoft_support@carlsonsw.com, etc).

When your correspondence arrives into the designated queue, it is assigned a unique case number and an auto-response with this ticket number is promptly returned to you in which the ticket number is integrated into the message Subject line. Further communication with the technical support team with the ticket number in the Subject will add the communication to the history associated with the ticket.

In some cases, responses from the Carlson Technical Support team may get delivered to your Spam/Junk folder which is outside of Carlson Software's control. Common solutions to prevent this might include:

• If you are making use of Microsoft 365's Anti-phishing Threat policies, navigate to your Impersonation policy (https://security.microsoft.com/antiphishing?id=Impersonations) and add jira@carlsonsw.atlassian.net as a Trusted sender.
• If you are using GMail, create a filter in Settings > Filters and Blocked Addresses, specifying jira@carlsonsw.atlassian.net (or keywords) in the "From" field and checking the "Never send it to Spam" option before creating the filter.