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Support Portal

Getting help

Before requesting support

Getting stuck can be frustrating, and we’re here to help. However, many issues can be resolved quickly through self-service methods, often faster than waiting for a support response. Following these steps before submitting a ticket will help you find solutions more quickly and enable our support team to focus on complex issues that require direct assistance.

1. Check the Knowledge Base

Our knowledge base contains solutions to many common issues and is regularly updated based on user experiences and support tickets. To search effectively:

  • Use specific error messages or keywords
  • Filter by your department or tool category
  • Sort results by date to find the most recent solutions
  • Check related articles that appear in search results

2. Consult Team Resources

Your immediate team can be a valuable source of assistance:

  • Ask teammates who regularly use the same tools
  • Check your team’s internal documentation
  • Review recent team communications about known issues
  • Consult your team’s designated super-users or tool champions

3. Gather Relevant Information

If you still need to create a ticket, collect information that will help resolve your issue:

  • Screenshot or copy the exact error message
  • List the steps that reproduce the problem
  • Note when the issue started
  • Document what solutions you’ve already tried

Why Tickets Matter

All Support Requests Should Be Submitted as Tickets

While it might be tempting to send a quick email or message to support staff, using the ticketing system is crucial for several reasons:

Better Service for Everyone

  • Tickets ensure requests are properly queued and prioritized
  • Support staff can see the full context of your issue
  • Similar issues can be identified and addressed systematically
  • Solutions are documented for future reference

Faster Resolution

  • The right person sees your request immediately
  • Required information is collected upfront
  • Similar past tickets can be referenced
  • Progress and communications are tracked in one place

Improved Support Quality

  • Patterns of issues can be identified
  • Resource allocation can be optimized
  • Training needs can be identified
  • Knowledge base articles can be created for common issues

Accountability and Tracking

  • All communications are documented
  • Response times are monitored
  • Resolution quality can be measured
  • Service level agreements can be enforced

Creating an Effective Ticket

If you’ve completed the recommended steps and still need assistance, create a ticket that includes:

  • A clear, specific title describing the issue
  • What you were trying to accomplish
  • What steps you’ve already taken to resolve the issue
  • Any relevant error messages or screenshots
  • The impact of the issue on your work

Remember: Well-documented tickets with complete information are typically resolved faster than vague or incomplete requests. Taking time to provide detailed information upfront will help you get a solution more quickly.

Emergency Issues

If you’re experiencing an emergency that requires immediate attention (system outage, security incident, etc.), follow these steps:

  1. Create a ticket with “Emergency” in the short description
  2. Set the ticket priority as “Critical”
  3. Follow up with your team leader

For all other issues, standard tickets ensure fair and efficient support for everyone.