Ticket Submission Guide

This guide is to highlight what information to submit with your Zendesk ticket.

Why we need more information?

The more information to your environment that we have, the easier it'll be for our Support Engineers to replicate the error you're seeing. This translates to less back and forth between you and our engineers which in turn means faster resolutions.

The above answers should always be included with every ticket. Include versions in order for us to replicate your issue. In order to do this, we'll need a 1:1 environment replica of yours as versions require additional configurations.

Adding to the above, we'll also need:

• A brief explanation of the issue you're seeing
• Environment that this is occurring in, i.e production, dev, staging
• Reproduction steps - steps to reproduce the behaviour
• Actual behaviour - A clear and concise description of what's happening
• Expected behaviour - A clear and concise description of what you expected to happen
• Screenshots/ Video - If applicable, add screenshots or video to help explain your problem.

Ticket Priority

Our Support Engineers have the right to deem the ticket priority depending on the information provided, i.e lower a tickets priority from `High` to `Normal`.

Please use the following guideline when submitting the priority level:

Sev 3/Normal: Loss of a minor function of the application or if a customer is asking a question

Sev 2/High: Loss of a major function of the application but a workaround is available

Sev 1/Urgent: Complete failure of any major portion of the application

As such, it's highly encouraged that all the information is provided in every single ticket so that ticket priorities aren't wrongfully changed.

Production

This one is self explanatory but highlighting if the environment outage occurred in your production instance helps us in Support give the right priority/ severity to the ticket. 

Ticket Examples

Gateway Down

If your experiencing Gateway downtime please include the following in your ticket:

• Gateway debug logs
• Gateway configuration and/or env variables
• Response of `{gateway_url}/hello'

Dashboard Down

If your experiencing Dashboard downtime please include the following in your ticket:

• Dashboard debug logs
• Dashboard configuration and/or env variables
• Verification if your Mongo/Postgres instance is up and running

API down

• API definition(s) including plugins/bundles
• API full request and response

Extras

We also typically separate individual questions per ticket. While this adds more tickets, it ensures that each ticket is answering one question at a time. This helps avoid complexity in the ticket and will ensure that questions don't go unanswered.