Creating a support ticket

To help ensure that your support ticket is comprehensive and complete, it is highly recommended that you follow the guidelines below.

Please note: You do not need to be logged in to create a support ticket

Where do I submit a support ticket?

From the home screen (https://support.appcentric.co.uk/support/home) select  Submit a ticket 

This will provide you with a form to log information about the issue.  Please complete this with as much information as possible to help us diagnose the issue.

Submitting a ticket - best practices

Summary of the issue

Write a concise summary that clearly states the problem. Try to avoid statements like “Help!”, “It doesn't work”, “It’s broken”, or “There’s a bug”, and instead use a short phrase to accurately summarise your issue.

Date issue occurred

Select a date from the calendar for when you first noticed the issue occur.

Time of issue

Optionally, input a time for when you first noticed the issue occur.

Type of issue

Select an option from the dropdown that is most relevant to the type of issue you would like to report. The options include:

• Question
• Incident
• Problem
• Feature request

Priority

Consider what priority level is necessary for your ticket from the following options:

Low: A query or issue of minor importance but not enough to disrupt system functionality.

• Feature/change/service request or question
• Visual/aesthetic (ie. misaligned user elements, overlapping text)

Medium: Results in some unexpected or undesired behaviour, in a lower traffic area of the system. 

• "Cannot search past orders that are more than a year old"
• Usable performance degradation

High: Significantly impacts the experience or functionality of the system.

• "Search results do not match the search query"
• Product reviews are not displayed
• Intermittent site or product issues

Urgent: These issues are usually business-critical. They represent an issue for which no workarounds exist, or there is a severe outage.

• Users cannot access the site
• No payments can be processed
• The site is returning an error message

Description

Well-defined and comprehensive details are key to getting your issues resolved quickly. The more information the better, including:

• Page URL
• Location on the page
• Customer details
• Include the exact text of any messages (e.g., error messages) that appeared at the time of your issue.
• Any other specifics

If applicable, please include precise steps to reproduce the issue. Write down what exactly you did that caused the issue. If you are not sure, try to recreate the bug. Use a numbered list for the steps, so it is easy for someone else to follow. 

If the issue is a bug, clearly state what happens, and what you believe should happen, (Expected Result and Actual Result).

Customer impact

Select an option that defines how much the issue is affecting the customer/end user's impact when interacting with the system from the following options:

• Non impacting
• Low 
• Medium
• High
• Critical

Attachments

"A picture is worth a thousand words"

Attach screenshots and or video clips to the ticket to showcase the issue more clearly, helping us to quickly understand and ultimately resolve your issue.

Ticket submitted

Once you have submitted the form it will create a ticket for our team to review and respond to you directly within the ticket to ask any additional questions and keep you updated on the status of your ticket. You will also receive a confirmation email with your ticket number.