Objective: This article will help guide you on how to fill out each field on the Technical Support ticket creation form. Following the instructions outlined in this article can help lead to faster resolution times.
How many tickets to open & why
We recommend creating a separate ticket for each issue or question you have. This can lead to faster response times as tickets can be assigned to the first available associate. That means your tickets can potentially be worked on simultaneously by multiple team members rather than sequentially by one person.
Not at the form yet? See How to Create a Support Ticket
Filling out the Technical Support Form
Quick links to each part of the form:
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Please choose your Issue Below
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CCs
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Subject
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Description
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Priority
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Business Impact
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Workflow URL
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Workflow Environment
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Preferred Support Location
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Attachments
Please choose your issue below:
Select "Technical Support Form" to display all the correct fields for a technical support issue. This is the form that you should use when contacting the support team. Other forms will not include the necessary information required for the initial investigation of your issue. More time spent gathering that information may lead to longer resolution times.
CCs
Add the email(s) of additional people who are relevant to the conversation.
(a) Anyone who needs to know about the progress of this issue
(b) Internal experts or a representative from another team who manages any of the services involved in the issue. For example:
- If someone else is the Salesforce Admin
- If a developer at your company reported the problem to you
Subject
Write a short statement that summarizes the issue. Consider mentioning:
- Connector Involved (e.g., Salesforce)
- Error Message Involve
- Step Name Involve (e.g., http-client-26)
- Workflow Title (e.g., Salesforce to BambooHR)
- Service + Authentication (e.g., Shopify authentication error)
Description
This should elaborate on the issue mentioned in the subject. We caution against relying on the subject alone to tell us about the issue.
We need to hear about your goals and the sequential steps you took to get where you are. To make sure you give us all the information we need, it helps to think about our question words: Who, what, when, where, & why.
- What is your ultimate goal?
- Where were you in the process toward that goal?
- Whose account did you use? (send us the login email)
- How did you try to implement that (i.e., what did you do)?
- What went wrong?
- Describe the problem.
- Show us the error message (VIDEO TIP: How to get the direct link to an error message)
- Send us screenshots to show us how you know there's a problem.
- TIP: If you are logged in to a third-party service account, we can't see that. Send us a screenshot with sensitive information deleted as attachments.
- What did you try to fix it?
- What happened after you tried to fix it?
- Repeat describing 5 & 6 for every strategy you tried (and big kudos for exhausting your strategies before writing to us)
PRO-TIP: It can be tough writing out the issue. We recommend sending a video clip of the issue if that is easier. Just make sure to conceal sensitive information.
Examples of what we need:
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Email addresses of the accounts involved (the email used to log into Tray)
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User IDs (i.e., if you have embedded end-users experiencing issues)
- Direct Links to failed executions
- Error Messages (direct links, screenshots, and/or copied text)
- Resources used (share with us any third-party documentation, Tray documentation, etc. you used to help you)
- If you would like to share credentials, we have a secure form for that. Please use the form.
Priority
This helps us in prioritizing your task relative to the other tickets in our queues. Learn more about ticket priority versus severity here.
If you select 'High' or 'Urgent' priority level, then you will also be required to describe the business impact of this issue. We will need to understand the scope of the problem.
We typically reserve the Urgent status for widespread errors in production, platform outages, data loss, etc.
Business Impact
Do these issues represent production integration failures? Or, is this project/solution still in testing/development? Please describe the impact these failures have on your business.
Workflow URL
The URL is found in the address bar of your browser.
If you have a problem in a specific workflow:
- Navigate to the workflow where you are experiencing the issue
- Copy and paste the URL from the browser address bar into the field
PRO-TIP: If you can see an error message, you can send us right to it. Watch this video to learn how to get the direct link to an error message.
What to send if there isn't a workflow:
Send us a link to your workspace dashboard
- Login to Tray
- Copy and paste the URL from the browser address bar into the field
Workflow Environment
This will help us determine how to troubleshoot and prioritize the issue. Let us know what environment you are working in.
Learn more about Deployment Environment on Wikipedia
Preferred Support Location
Selecting the timezone will help direct your ticket to the location of the team you would like to follow up with your question. This ensures the team that helps you is online when you are online. Learn more about Support Hours here.
Attachments
Please send attachments if you have them. If you aren't certain it will be helpful, send it anyway. The more information we have to work with, the better.
- Screenshots (Error messages, third-party user interfaces, data, etc.)
- Videos (replicate the problem on video to show us exactly what is happening)
- Example Files (e.g., CSVs)
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