When a support ticket is being created, there is some mandatory information that is always needed. User must fill the following fields:
- Requester: person who is contacting support team
- Subject: main issue of the contact
- Text: here you can describe with detail what is happening, what is not working or any doubt you may have. When a problem or an incidence is described, the most information you give, the faster and proper will be the support team response. You will find that can also attach a screenshot of your issue, or even a screenrecord if you think it may be helpful for looking for a solution.
In this point, there is some important information that is always needed:
- User which have detected the problem and/or is having the issue and its role on KaptureIO.
- Customer>project>part specific where the problem has been detected
- Steps followed when the problem was detected: actions combination that are giving the problem
- Link of the program/Control Guide/Audit/etc where the problem is.
- Version of the software, if you are having problems working with KaptureWin or Kapture QualityControlApp
- Browser in which the problem was detected
- Ticket type: depending of the reason for the ticket
- Platform area: KaptureIO feature where the issue is or with is related with
- Priority: degree of importance o the problem and urgency of the inconveninences caused
Once the ticket have been submitted, our Support Team will start working on your request and contact you as soon as possible