How To: Manage tickets¶
How to: Crete new ticket¶
Click Create (1) at the top of the screen to open the Help request (2) dialog box.
Type a Title (3) for the ticker and complete any appropriate fields like project (4), category (5) and issue description (6), which contain, for example, description (6), latest actions taken by you or your programmers with screenshots and screencasts, which lead to the website down.
When you are satisfied with the content of your issue, click the Open Ticket (7) button.
How to: Create a perfect ticket¶
This is what makes a ticket effective:
- Detailed and clear description of the issue
- Step-by-step instructions on reproducing the issue
- Valid access credentials (if it is necessary)
- Screenshots of the issue
- Last changes
Describe the issue you are having in detail¶
When you are contacting the support team you usually have a certain question or problem in mind. Try to describe the situation in as many details as possible. Make it simple, so anyone could understand what’s wrong and what bothers you.
Explain how to reproduce the issue¶
There is a rule stating that “to fix the problem, it should be reproduced first”. If you explain how to reproduce the problem step-by-step, we’ll be able to repeat it faster, thus come up with a solution faster.
Add access to additional services¶
If you would like us to fix the issue in your store, which is related to the additional services (DNS, mail service, Google services and etc.), it’s obvious that we will need access to it. Providing access along with your request will save a lot of time.
Attach a screenshot of the issue¶
Sometimes it’s hard to describe what you see with words. If the problem is visible, show it. It will help us a lot. Provide us with screenshots.
In case you have any information on the changes you made to your store recently (during the last three days) which may affect the server load and website accessibility, please, let us know about that. Your explanation will greatly help us take the right measures to settle the current situation.