Support is provided by the support team through tickets, requests that you can track and assess. Find out below how to create one to have faster and more efficient service:
WHEN TO CREATE A TICKET?
- Unexpected system behavior
HOW CAN THE SERVICE BECOME FASTER?
Check out some tips of what we need to know to serve you quickly and efficiently:
- Before opening a ticket, take a look if the Help Center already answers to your question;
- If you do not find the answer among the available content, create a ticket;
- To do this, log in to the Help Center using your e-mail and password;
- At the top of the page, click on Contact us.
When accessing the ticket creation page, you will find the following fields:
- CC, to insert e-mails that need to be copied in the request
- Organization, where you choose the name of your company or operation
- Impact on operations, whether low, normal, high or urgent
- Ticket type
- Your system URL
- Environment name
Remember that the more information the ticket provides, the easier it will be for our team to identify the problem. Then, fill out the ticket fields and complete the description:
Start by informing if the problem happened to you or to an employee on your team, always identifying according to the registration in the Involves Stage system. Where is the problem? Specify which feature you are having difficulty with. If you work with more than one environment, also specify in which environment a problem occurred.
Let's break it down
Create a ticket for each type of situation. This will facilitate our service as well as your tracking.
What is the problem?
Describe the situation clearly and objectively. Tell us what steps you followed until you confronted the situation. Also inform when it occurred and in which feature.
If the system behaves unexpectedly, describe the current behavior and what should be expected. If your ticket is for a survey created, tell us the name of the survey or schedule. If you used the search on Involves Stage, state the filters you used.
When did it happen?
Enter the day and time. This will make it easier to track the situation.
Take screenshots of all the pages that presented the problem or make videos showing a step by step and attach it to your ticket. This will help a lot!
Don't lose sight of your ticket
The my activities options, in the top bar of the Help Center, allows you to track the ticket status and interact with the analyst in charge of the case. Be aware that some resolution steps may depend on an answer or action from you. This will be identified through the Waiting for answer status.