When submitting support tickets, it is important to provide information that the support analyst can use to diagnose and solve your problem. To avoid a lot of back and forth, the following is incredibly useful to our analysts:
1. Screen shots: When sending a screen shot it is best that it is done directly on the device where the issue is being experienced.
NOTE: A screen shot from a mobile device camera pointed at a monitor is extremely hard to read and will most likely not help our analysts. There is a section at the end on how to take a screenshot.
The more information you have on your screen shot the better. Sending a picture of the full browser with the address bar helps us know what data you are viewing. Sending a picture of just a very small portion of the screen may make it impossible to find what data (workorder, quote or invoice for example) and we may have to follow up with clarification questions.
If the issue relates to accounting, having a screen shot from the accounting system with the data showing is very handy.
REMEMBER: We don't have access to your accounting system so we are blind to any issues that may have appeared there if you dont' send us screenshot.
2. Describe the issue: Knowing what the issue is is crucial to getting back quickly with a solution. Knowing what you are seeing and what you expected to see makes it clear to the analyst what the problem is. For example, saying 'the system is kicking me out' is not as clear as 'My browser shuts down every time I try to log into the system' or 'When I go to the work order list I get an error screen'.
REMEMBER: More information is better. The description of the problem is our view into what is going on. The clearer it is the better.
3. Let us know device and browser are you using. Knowing that the issue is happening on an ios phone using the app as opposed to a desktop using Chrome will help us track down the issue. If the problem is on ios and we don't know that we will most likely test on a browser in windows and not see the problem.
REMEMBER: We do not know what device you are using when you send in a ticket. Knowing that helps us to know how to replicate and solve the issue.
4. If you are not using the feedback button but instead sending to our support email, knowing what your company name and the name of the user experiencing the problem really helps.
REMEMBER: Knowing who you are and what ServiceBox instance you are using helps us locate logs and other things that can help us track down your problem and solve it.
5. Any related files: if the issue is with an attachment or an import/export in the system, having the original file that was uploaded to ServiceBox really helps. We can do the upload in our development environment and trace any problems.
We try very hard to resolve issues as fast as we can (we HATE open tickets in the system). Giving us the complete picture of the issue really helps us to figure out what is going on and gets us that much faster to a solution.
HOW TO TAKE A SCREENSHOT
To take a screen shot you can one of the following:
- If you are using the feedback button, at the bottom right of the editor there is a camera button. This will take a screen shot of your current ServiceBox screen.
- If you are on windows, pressing alt-printscreen will take a picture of your active window and put it in your clipboard so that it can be pasted into an email or the feedback box to send in your ticket.
- If you are on Mac, pressing shift-command-3 will save a screen shot of your screen and save it to your desktop. This can be attached in the feedback button or in an email.
- If you are on an iOS device, usually pressing the power and volume up button will take a screen shot. If that doesn't work you can google how to do this.
- On android, usually the power and the volumn down button will take a screen shot but depending on your device you may have to google how to do this.
Great Screenshot
From this we know what page you are on, what workorder number.
Poor Screenshot
We don't know what workorder this is, what page you are on. Most likely the analyst will request a larger screen print if they receive this.