Opening and Formatting Support Tickets

Functionize Support Account Creation

Creating a Functionize Support account, which is separate from a Functionize account, is suggested because the support account allows support tickets to be tracked from the support platform as well, instead of email only. This comes in handy if more than one support ticket is open at a given time. 

Another important aspect of creating a Functionize Support account is that admins and project managers can request access to see all support tickets across their organization. This can be quite helpful when managing larger projects and teams.

To create a support account navigate to the support portal and click Sign In, then click Sign Up.


Support Ticket Submission

Support Ticket Types

Support tickets are opened by using this form. There are five types of support requests:

  • Technical support
  • Bug reports
  • Feature request / enhancement
  • Partner request
  • Other

Support Ticket Priorities

Four priorities are provided from low to critical. Functionize Support uses the priority on a ticket to initially categorize it and escalate the support process internally. After an initial evaluation is complete the priority may be raised or lowered by Functionize Support based on their understanding of the issue. 

Support Ticket Personal Information

If you are not signed into the support center the ticket requester's email address must be entered in the form so support knows who to communicate with about the ticket. This is another small advantage of creating a support account - not having to enter your personal information for each ticket submission.

Support Ticket Titles

Titles should be descriptive so support agents can understand the problem, route, and prioritize the ticket correctly. Ideally the title should allow Functionize Support as well as the ticket requester to tell the difference between one ticket and another. A good ticket title might be something like 'Test fails on click at step 26', which lets support know exactly what and where to look.

Support Ticket Description 

Within the support ticket, it's important to include as much detail as possible and what's been done to troubleshoot the problem, if anything. Include links to the test case(s), the step numbers that are impacted, or if reporting a bug include all steps to reproduce. Screenshots and videos can also be helpful in some cases and reduce the back and forth required on tickets, allowing Functionize Support to deliver a good resolution more quickly.