Submitting Customer Support Tickets

Use this guide to ensure your submitted support tickets are clear, actionable, and prioritized correctly. Well-documented tickets help us solve problems faster and with less back-and-forth. Follow the following 4 sections below:

1. Write a Clear, Specific Subject Line
2. Information to Include With Your Support Request
3. Choose the correct Severity 
4. Populate the correct fields

First: Write a Clear, Specific Subject Line
✅ Good: “Dashboard Crashes When Filtering by Location”
🚫 Bad: “Help!” or “Something’s wrong with Schedules”

Second: Information to Include With Your Support Request

To help us investigate and resolve your issue as quickly as possible, please include the following information:

A. Issue Summary

• A brief description of the problem. Use a Problem Statement Format
  When I [do this], I expect [this], but instead [this happens]. This makes it easier for support to understand what went wrong and how to reproduce it.

B. Expected vs. Actual Behavior

• Expected: What did you expect to happen?
• Actual: What happened instead?

C. When Did the Issue Start?

• Date and approximate time the issue was first noticed.
• Is the issue ongoing or intermittent?

D. Who Is Affected?

• All users in your organization
• A specific group, location, or department
• A single user (include username or employee ID if applicable)

E. Business Impact

Please describe the operational impact, for example:

• Operations are blocked
• Payroll cannot be processed
• Schedules cannot be published
• Roster or staffing issues
• Timekeeping issues
• Integrations or data extracts have failed
• Reporting is impacted
• Other critical business impact

F. Steps to Reproduce

• What steps consistently reproduce the issue?
• Can it be reproduced every time?

G. Supporting Evidence

If available, please attach:

• Screenshots
• Screen recordings
• HAR file (for browser-related issues)
• Error messages or error codes
• Relevant log files or exported data

H. Additional Context

Anything that may help narrow down the cause, such as:

• Recent configuration changes
• New job codes, pay codes, or labor levels added
• Labor model or scheduling rule changes
• New integration or custom extract deployment
• Recent application update or release
• Browser and version (for web issues)
• Date/time the issue occurred and applicable time zone

Third: Choose the correct Severity 

See the link for details - https://support.legion.co/hc/en-us/articles/26783935631767-Legion-s-Severity-Definitions-and-Reply-Times

Fourth: Populate the correct fields

• Product Area (Scheduling, Time and Attendance, etc) 
• Ticket Type (Question / Task / Issue) 
• Environment (EA / UAT / PROD)

BONUS INFORMATION:

Follow this guide for how to review your support tickets in real time.

📌 Example Ticket Template

**Subject**: Unable to Export CSV from Timesheet Page – Error 500

• **Type**: Issue
• **Environment**: Production
• **Product Area**: Extracts
• **Severity**: S2 – urgent business impact

While using Chrome 125.0, Web App users with the access role of backend manger are unable to export a CSV.

**Steps to Reproduce**:
1. Go to Timesheet > Team View
2. Click “Download CSV”
3. Error appears

**Expected Result**: CSV file downloads successfully

**Actual Result**: Error message: “500 Internal Server Error”

**Impact**: Store managers cannot export timesheets. Payroll process is blocked for 15 locations.

**Screenshot**: [Attach image or video]