How to make the perfect ticket!
Hello everyone!
By increasing efficiency of ticket processing, we can greatly improve the time it takes for development to start and therefore end!
To do this, we've introduced a new method of submitting tickets, the portal! This portal comes with all the required fields neatly displayed for ease of use. These fields allow us to know the pin-point the exact issue, how it is caused and how to see it for ourselves.
What is needed for the perfect ticket:
1. Besides the description box, the best way to understand the issue is to see it. Adding attachments allows us to understand the issue you are having faster. Attachments can come in the form or photos or videos. Don't know how to make screenshots? We have this helpful guide; How to screenshot.
2. Adding the device, operating system and software version improves our ability to find the issue. This saves a lot of time for us, so if you know any of this information, please add it to the ticket. Can't find your version of operating system or browser? Follow these guides for; browser and iOS/Android.
3. Remember to check the state of your ticket regularly. Before we can begin development, we need to know certain information. However, if this information is missing and we can't produce it ourselves, we will ask you to provide it. If this situation does occur, you will be notified via email and the portal notifications (bell icon).
4. There is three important details that should always be added to a ticket when possible, especially bug tickets. These are; the current behaviour, the expected behaviour and the steps you took to see that behaviour. Without this information, we will have to find it ourselves which takes time.
Thank you for reading.
Sincerely,
Technical Support Team
Label A