Tips on Logging a Great Support Ticket

Our support team is on hand to help you with any questions or issues you have. In order to help us resolve the issue faster, we recommend the following tips when logging a ticket with us.


WHAT: Be as specific  as possible. 

The more details you can include the faster we'll be able to check the issue or provide you with an answer and the ticket thread will be shorter. For example "I can't see a user!" does not provide any useful information, we'd need to know the where and the who to resolve the issue. 


WHO: Email addresses over names

Email addresses are unique so we'll be able to look up the affected user(s) faster. We have quite a few Peters and Angelas using our apps. 


HOW: Step by step description

If you encounter a problem, let us know the steps you took so we can try and replicate it. A good question to ask is "What were you doing when it happened?". Bugs tend to be replicable, so details + step by step = bug found!


WHEN: Occurrence & Recurrence

Let us know when the issue occurred, if it occurs often, all the times, just sometimes or with just a particular case. 


SHOW US: Screenshots & Screencasts

If you are able to, please provide a screenshot, especially for ERRORs. Please include:

  • The URL of the page (so we know where to find it)
  • The time when it happened (your computer's clock is perfect for this - so we know where in the logs to find it)

 This website shows you how to take a screenshot in most devices. Alternatively you can use apps like Jing  or Screencast-o-matic to record your screen or take a screenshot. A picture is worth a thousand words, they say.

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