What should I do before raising a support ticket?

Before raising a support ticket, please follow these steps to ensure the issue is well-documented and to potentially resolve it without escalation:

1. Identify & Define the Issue

• Clearly describe the problem (e.g., error messages, unexpected behavior).
• Identify whether it’s a system-wide issue or user-specific.

2. Perform Basic Troubleshooting

• Refresh the browser or restart the application.
• Clear cache and cookies.
• Try using a different browser or device.
• Check for internet connectivity issues.

3. Check Documentation

• Review the knowledge base, FAQs, and help documentation.

4. Test with Different Scenarios

• Try replicating the issue in another user account or project (if applicable).
• See if the issue persists with different data inputs.

5. Gather Relevant Details

• screenshots.
• Steps to reproduce the issue.
• Affected users (individual, team, or organisation).
• Date/time of occurrence.

6. Raise the Ticket

• Use the correct support channel (email, or portal).
• Provide all necessary details to reduce back-and-forth communication.
• Set appropriate priority levels based on business impact.