Table of Contents
Overview
How to Do It
Related Articles
Overview
If you 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 One: Click the "Submit a Ticket" button. You can find it in two places in our Help Center: It’s the first button you see above the search bar and the middle button underneath it.
Step Two: Fill out all of the requested information with as much detail as possible. You will need to include:
Requester
Input your email address if it doesn’t automatically appear.
Product
Select the product you have a question about from the dropdown menu.
Subject
Summarize your ticket here.
Description
Summarize the 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 bug, please include the browser you are using.
Case Type
Use the dropdown menu to select the type of ticket you are submitting.
Question – Question about the platform or how to perform your tasks or meet a need.
Bug – Experiencing a code error or defect (e.g. a programming issue).
Problem – Experiencing a problem with the expected behavior of a program or process.
Feature Request – Idea for a new feature or functionality for the platform that would benefit your experience or use cases.
Merge Report – Select this if you have a question about how to run a merge report or are receiving errors.
UAT – If you're at the User Acceptance Testing (UAT) stage in implementation and have an issue you need to report or select this option.
Environment
Select “Staging”, “Production”, or “Staging and Production” depending on where you are encountering the issue.
Step Three: Select “+ Attach a file” to attach a screenshot that captures the issue.
Step Four: Hit “Submit”.
