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How to submit a support request

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Tanya Tierney

 

This article covers the following topics:

 

NB: If you do not find the information you need in any of our articles or if you encounter a problem in your system instance, you are welcome to report the issue by submitting a ticket to our Support team. When doing so, please don't forget to go through the What to include in a Support request article.

 

How to submit a request without a login

  1. Click here
  2. You will be prompted with the Submit a request form where you will have to fill in the following information
     
    Label Description
    Your Email This field should be filled out with your email address. This address will be used by Support for any further communication on the Request, when needed.
    Subject

    This field will be the subject line of your Support request.

    Please be concise and clear in order for support to prioritize your request accordingly.
    Description

    This field will allow you to add a more thorough description to your request.

    Please describe as much as possible in order to avoid back and forwards with Support. For example, if your Request is for a bug, please attach a screenshot of the error if relevant. If your Request is a task, please describe the case use scenario and the reasons that bring you to submit the Request.

    To know more about what to include in a Support request, please read here.
    Type This drop-down menu will allow you to choose between four different Request types: Question, Problem, Incident and Task
    To help you with choosing the right type of the request, please see here.
    Priority

    This drop-down menu will allow you to choose between four different Request priorities: Low, Normal, High and Urgent.

    To help you with choosing the right priority for your request, please see here.
    Attachment This field should be used to attach any document that may be relevant for the Request, for example a screenshot.
  3. Once all the information has been added, click on Submit
  4. Fill in the ReCAPTCHA and click on NEXT
  5. You will be prompted (top right of the page) with the following message:
     
    mceclip0.png
     

 

How to submit a request as a signed in user

  1. Click here and click on Sign in in the upper right part of the page
  2. After logging in, click on Submit a Request
  3. You will be prompted with the Submit a request form where you will have to fill in the following information
     
    Label Description
    CC Please add here any email address you would like to CC to this ticket. This email address will be CC'd in all communication between you and Support.
    Organization

    This field should be automatically populated, if not Support will add your Organization to Zendesk if needed.
    Subject

    This field will be the subject line of your Support request.

    Please be concise and clear in order for support to prioritize your request accordingly.
    Description

    This field will allow you to add a more thorough description to your request.

    Please describe as much as possible in order to avoid back and forwards with Support. For example, if your Request is for a bug, please attach a screenshot of the error if relevant. If your Request is a task, please describe the case use scenario and the reasons that bring you to submit the Request.

    To know more about what to include in a Support request, please read here.
    Type

    This drop-down menu will allow you to choose between four different Request types: Question, Problem, Incident and Task
    To help you with choosing the right type of the request, please see here.
    Priority

    This drop-down menu will allow you to choose between four different Request priorities: Low, Normal, High and Urgent.

    To help you with choosing the right priority for your request, please see here.
    Attachment This field should be used to attach any document that may be relevant for the Request, for example a screenshot.
  4. Once all the information has been added, click on Submit
  5. Fill in the ReCAPTCHA and click on NEXT
  6. You will be prompted (top right of the page) with the following message:
     
    mceclip0.png
     

Request Types 

Question
Should be used when your issue is a question or a how to do something, rather than a problem that needs to be solved.
Problem
Should be used when you have an issue that is likely to be experienced by other requesters.
Incident

This field will allow you to add a more thorough description to your request.

Please describe as much as possible in order to avoid back and forwards with Support. To know more about what to include in a Support request, please read here.

Task

Should be used to ask Support to carry out tasks that you cannot carry out autonomous or for modules that not yet self-service.

  

Priority Types*

Low
This type equals to a cosmetic error. It represents a minor problem not impacting service functionality. It does not affect delivery of the service. For instance text/wording changes should be assessed as low priority.
Normal
This type equals to a error with workaround. System performance issue or bug affecting individual or more than one users. Short-term workaround is available, but not scalable.
High

This type equals to a serious error. Major functionality is impacted or significant performance degradation is experienced. Issue is persistent and affects many users and/or major functionality. No reasonable workaround is available. However, operations can continue in a restricted fashion.

Urgent

This type equals the critical error. Critical production issue affecting majority of users, including system unavailability and data integrity issues with no workaround available. The issue results in total disruption of work or critical business impact.

 (*) The above priority types descriptions correspond to the SLA (Service Level Agreement).  

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