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Submitting Tickets

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TitleSubmitting Tickets
URL NameSubmittingTickets67fd7c2d06783
Question
Submitting Tickets
Answer

Overview

  • If you’re experiencing an issue and/or were unable to find an answer to your question using our Knowledge Base, you can submit a ticket to our support team to get one-on-one guidance.

  • Submitting a detailed ticket to customer support helps us better understand the issue, minimizes any investigation back-and-forth, and ultimately aids in reaching a faster resolution.

 

How to Do It

Step 1: Click "Submit a Ticket".

  

 

Step 2: 

  • Fill out all of the requested information with as much detail as possible.

  • What you need to fill out will depend on what you select for the “Problem Type”. 

 

Email & Name

Input this information if it doesn’t automatically appear.

 

Product

Select the product you have a question about from the dropdown menu.

 

Tell us why you’re contacting us today.

  • Whichever option you choose will change the follow-up questions. 

  • Choose from:

    • Question

      • If you have a question about how to do something but aren’t actively experiencing a problem. 

      • You will also need to input a Subject and Description.  

    • Problem - You’ve encountered an issue that needs to be investigated. Fields that only appear if you select “Problem” are listed below.

      • PROBLEM TYPE - Which category does this issue fall under? 

        • SIS / Integration

        • Configuration Settings

        • Workflow / Proposal

        • Log-in/SSO

        • Application Performance

        • API

        • Knowledge Base Feedback

        • Product Limitation Issue

        • Navigating to / Identifying a Needed Feature

      • ENVIRONMENT - Are you experiencing this issue in Production, Staging, or both? 

      • IMPACT - How is this impacting your business processes?

    • Idea

 

Subject

Briefly summarize your question or problem. 

 

Description

  • Summarize the question or issue with as much detail as possible.

  • Tell us both the expected behavior as well as the observed behavior. 

  • If possible, include the URL of the page (or the click-paths, e.g. Academic Scheduling > Reports > Rooms) where you have experienced the issue.

  • If submitting a problem, please include the browser you are using.

 

Step 3: Select “Upload Files” to attach a screenshot that captures the issue.

Step 4: Hit “Submit”.

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