We know nobody likes support tickets. Creating a support ticket means you have a question, request, or problem, and you were unable to self-serve the answer or desire. While we aim to make submitting tickets to RetailOps as easy as possible, we understand that creating an effective ticket is not always simple. Here are a few tips that will hopefully help when reaching out to us for support.
The key to any successful communication is clarity. Whether with your family member that put the empty milk carton in the refrigerator, or with your manager that asks, “What would you say you do here?”--clarity is king!
When submitting a ticket to the RO Support team, the most helpful thing you can do is provide as much relevant and specific information as possible. Context and understanding begins with you! The more context and information you can provide, the faster our team can research the issue or question and arrive at a resolution.
The first thing we are going to do is attempt to reproduce the issue and ensure we understand the end-goal. We'll use our special super powers to log in to your instance and navigate to the problem area to see what we can see. Obviously there are a LOT of potential contributing factors to any given issue. The faster we can get to where you are already and see the challenge you're experiencing, the faster we can get you a response! Here are a few things to consider when filing a great case:
What To Include
To submit a phenomenal ticket, consider including the following info:
- Briefly describe the issue you’re experiencing. This one is kind of a "duh" item. That said, the key to a good description is being concise. If someone writes, "I woke up this morning, had a bad commute to work, was 10 minutes late, then logged in to RetailOps to print some waves for our order processing team and got and error," that's not terribly helpful. If on the other hand someone writes, "Attempting to create a shipment wave generates a pop-up error," we know right away what to look for. Not that the commute doesn't provide a bit more context, it's just not terribly relevant to getting your issue resolved so you can move on and turn your day around!
- Send along some sample data for us to check out. Obviously depending on the issue, this varies wildly. Continuing our example above however, it would be helpful to have the specific parameters set in the wave configuration panel, and any additional actions taken. In other instances this could be SKUs, lot IDs, order numbers, or PO numbers. If you are experiencing issues with a report, please include the report URL.
- A picture is worth a thousand words. When possible, please attach screenshots of the issue, especially when you receive an error message.
- Tell us how impactful this issue is to you and your business. All things being equal, assuming you have already have some open tickets with us, where does this one rank on your priority list? Keep in mind: this isn't an exact science. It's just another good measure of context so we can provide you with the support you need and deserve!
- Tell us how, in RetailOps parlance, this fits on the published scale of Severity Level. We respond as quickly as we can to ALL issues; however, if there's a queue, this will ensure we get eyes on it in the appropriate order.
- Please specify whether you are reporting a bug, requesting a task to be completed, or simply asking for clarification on a feature in RetailOps. We recommend using the Help Center web form for ticket submission so you can set this field.
Submit Requests via the Help Center
Although it's possible to submit tickets via email, using the Help Center portal is a much more effective method of submitting tickets. The form used here allows you to specify key pieces of info including Type, Priority, and Severity.
- In your browser, go to our Help Center located here.
- In the top-right corner, click on the link to Submit a request.
- Enter your email address, the Subject of the message, and a Description of the request.
- Select the correct request Type:
- Question. For questions regarding RetailOps features.
- Incident. For reporting individual instances of a bug or error.
- Problem. For reporting bugs or errors that likely affect multiple users.
- Task. For tasks that need to be completed by GudTech agents.
- Set the Priority of the issue and the Severity of its affect on your business.
- If available, attach relevant files and/or screenshots.
- For help on how to take effective screenshots, read this article here.
- Press the [Submit] button.
Submit Requests via Email
Of course if you're in a hurry and don't have time to enter the info into the web form, you can always submit requests via email! Simply send us a message at firstname.lastname@example.org and we'll take it from there!