What to include in a Support request

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This article covers the following topics:

 

How to open a ticket with Support

Our platform allows companies brings together all data of your compliance program into a single, integrated solution (to know more about GAN, please visit here).

However, as GAN is a online platform, you may have some questions, how-to, issues or even bugs to report.  Before submitting a ticket to support, please go through the following steps and include the needed information on the ticket. These steps will avoid unnecessary back and forth via email and a faster troubleshooting on Support's side.

The more information you will be able to provide with the ticket, the better Support will be able to help you.

If you are experiencing issues with trainings, please read here as the required information may vary.

 

Check-list for a Support ticket

When submitting a ticket regarding, please include the following information. This will help Support help you faster and in a more efficient way.

  URL

Please copy the URL so Support can identify the instance you are referring to.

NB: The URL is the address of a website. You can find it in the address bar at the top of your web browser.

  BROWSER

Which browser are you using to access the platform? Have you tried different ones? Is the issue the same across browsers?

NB: GAN advises all customers to use the latest versions of Microsoft Edge, Google Chrome, Apple Safari or Mozilla Firefox as these are actively maintained by developers and are patched for performance and security updates regularly.

  DESCRIPTION

Could you write a couple of sentences explaining the issue you are experiencing?

NB: For example, tickets only stating that "It's not working" are time-consuming both for Support to troubleshoot and for you, as Support will have to answer back asking for further details which could entail delay in the resolution of the issue. If your ticket is for a question, please formulate what your intention is, what you are expecting and how it is currently. All of this will allow Support to help you navigate the platform.

  SCREENSHOT

Could you attach a screenshot to your request?

NB: A screenshot always helps direct Support towards a more efficient help. It could be the screenshot of a blank page, a loading page, not being able to move forward from a specific slide, etc. No matter the issue or the question, a visual attachment is always helpful to Support to investigate and understand further your ticket.

  PREVALENCE

Are you the only one experiencing the issue? Do you know of other colleagues that are facing the same difficulties?

NB: This is not a necessary information and we do not expect you to know it, however if you happen to have this information it would be useful for Support to investigate further into the issue.

 

Once all the information above has been added to the ticket, please read here to know how to assign priority and request type to your ticket..

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