In this article, we will cover the best practices on raising tickets with our Support Team.
When it is best to contact your Account Manager and when to raise a Support ticket:
|Contact Support Team
|Contact Account Manager
|- Technical issues in the platform
|- Questions about your account
|- Problems with recordings
|- Questions about your contract
|- Issues with reviews
|- Seat plan status
|- Troubleshooting different issues on the platform
|- Commercial queries
Tip 1. Choose the most appropriate ticket form for your issue
This form will allow our team to best prioritize your request and assist you as soon as possible.
Tip 2. Fill in the form correctly and provide links to sessions, if applicable
Each form will request the appropriate information to make it possible for our team to start working on your request with no delay. Please fill in the information completely and accurately. Screenshots, links to sessions affected, and even videos of the issues you are experiencing are very welcome.
Tip 3. Summarise the issue in a few words in the subject
Create a subject that summarises the issue in just a few words. This allows the team to have a perception of the issue at a glance.
Tip 4. Give a detailed description of your problem
Pour your soul into this section and provide us with all the details. Having all the information is important to reduce delays and to address any technical difficulties in a timely manner. If we understand the full picture, we are better equipped to address the issue and solve it faster.
Tip 5. Provide screenshots or screen recordings when possible.
We could not emphasize this enough. Any information that illustrates the issue you are facing is very valuable when we are trying to troubleshoot, and identify the root of the problem. Some issues can not be reproduced easily, having a visual record of it saves a lot of time accelerating the resolution of the issues.