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 10 steps:

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

2. 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.

3. Provide Key Details
Include the following information wherever possible:

1. Steps to Reproduce
   Bullet-point steps that consistently trigger the issue.
2. Expected vs Actual Behavior
   What you thought would happen vs. what actually did.
3. Error Message or Screenshot
   Include screenshots, videos, or exact wording of error messages.
4. Time & Date of Occurrence
5. URL or Screen/Page Name
   If it happened in the app, provide the exact location.
6. User(s) Affected
   Names/emails or roles of users impacted.

4. Provide evidence whenever possible

Provide full screen shots or video recordings to show the specific item or work flow in question.

5. Define the Business Impact
Clearly state how the issue is affecting operations:

• How many users are impacted?
• Is any work blocked?
• Is this a payroll or compliance risk?

Example:
“This issue prevents all managers from publishing schedules. Payroll will be delayed if not resolved by Thursday EOD.”

6. Add Contextual Details
Environment: Production, EA, or UAT

• Device: IOS Mobile App, Console, etc.
• Browser/Device Info: Chrome, Safari, Android, iOS, etc.
• Frequency: One-time? Intermittent? Always happens?

7. Choose the Correct Ticket Type
Select the type that best fits the situation:

• Issue – A feature isn’t working as expected.
• Question – You need clarification or information.
• Task – You need an action completed (e.g., config update, access request).

8. Use the Right Product Area
Tag the ticket under the appropriate system area (e.g., Scheduling, Timeclock, Reporting). This helps route it to the right support or engineering team faster.

9. Assign an Appropriate Severity
Use these guidelines to help choose severity 

10. Respond Quickly to Questions
Support may follow up with clarifying questions. Timely responses help accelerate resolution.

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]