Introduction

This article provides best practices for reporting issues to ensure effectiveness of our customer support service.

Overview

One issue - one ticket

To improve our customer support service, we recommend that each submitted ticket should address only one specific issue or request. This approach helps us resolve issues more efficiently and reduces the likelihood of confusion or delays. 

Collective reporting for system-wide issues

If an issue affects multiple users—such as a system-wide outage or a platform-wide problem—users can report it collectively. In such cases, submit one ticket that describes this issue in detail.

Create a new ticket

When you encounter a new issue, create a new ticket instead of reopening an existing one that has been resolved. This helps us track and manage each issue individually, ensuring timely attention.

Information to include in the ticket

To ensure a prompt and effective resolution of your issue, include as much relevant information as possible in your ticket:

• Detailed description: Provide a clear and comprehensive description of the issue.
• Steps to reproduce: List the steps needed to reproduce the problem.
• Screenshots or error messages: Attach any visual evidence that can help us understand the issue better.
• System information: Include details about your system, such as the browser type and operating system.
• Source data: Provide any relevant source data, such as location details, fault reports, or specific files (portfolio or JSON files) that may be related to the issue.
• HAR file: If applicable, include a HAR file for further analysis.