The Community is your one-stop location for so many tools and services, including how to open a ticket with our Support Teams. You no longer have to manage different portals, as you can create and manage your support tickets right here in the Community.
In the menu bar, simply click "Your Support Tickets."
Next, you will arrive in the JIRA support space in the Community. There are a few key things to look at as you create and manage your support tickets.
As you can see, you can click to Create Support Tickets, search for previous tickets, sort historical tickets, and reply to support.
When you create a new ticket, you are taken to the form to provide all of the context and information needed to describe your question or encountered issue while also ensuring our support teams have all they need to help you troubleshoot and provide the answers. Remember, provide as much detail as you can to make this process more efficient for you.
Best Practices to Help Us Help You
Please be as thorough as possible with the information you provide to open your ticket with us. This will help the support team handle your case more efficiently.
- You may provide further information such as adding a screen capture attachment, steps to reproduce, expected behavior vs actual behavior, any specific information to you as a user and your company, product information, and whether you were able to reproduce this in more than one browser.
- Get the most out of your ticket by helping us understand the issue you are encountering and reporting.
- Your thoroughness reduces any follow-up from our support team for more contextual information to identify the issue.
- Where you can, help us help you.
To get started, provide some general information about you. Once you enter this information the first time, you will not have to do so again for your current Community username:
Next, you can start providing the details, starting with the website link you are looking at when you encountered the support issue or question. Just copy and paste it here:
Select the Syndigo application for which you are opening the ticket. As you select different applications, the Community will remind you of key details you should provide our support teams.
After you type the Summary or Subject of your ticket, the Community will recommend current solutions that are related to your request. If you see one that will help you, click it and let us know if it helps.
Lastly, provide all the information you can, including what the Community recommends, with examples. You can add screencaptures and other attachments as well. Once you give us all teh information you can, click "Create" and our support team will receive your information and get back to you.
Click HERE to see more "How To" tools for the Community platform.
