How to Write Effective Support Incident Tickets

How to Write Effective Support Incident Tickets

Writing an effective support ticket is a matter of providing the right information in order to speed up the ticket processing and to avoid back-and-forth communication with Support. Here is a list of items that the Support staff needs and uses to process an incident ticket.

NOTE: for CRITICAL production incidents, please contact Support by phone.

 

 

1. General Information

This is the basic information that is needed in a ticket:

  • A description of the exact error
  • A description of the action being performed when the error was received
  • A description of the desired goal (optional) 

NOTE: Please select the affected App in the ticket (for more information, see: How can I change the Affected apps for which I can submit tickets.

 

 

2. Specifications

Depending on the kind of incident, it is helpful to provide additional information. The scenarios below list what additional information should be provided. 

 

2.1 Cloud Problem – Deployment Issues

  • A log file, attach a .txt file 
  • Date and time of the incident

 

2.2 Team Server Problem – Project Issues

  • Project ID

 

2.3 Modeler Problem – Modeler Issues

 

2.4 App Store Content Problem – Module, Widget, Theme Issues

NOTE: not all App Store content is compatible with all Mendix Modeler versions, and not all App Store content is supported by Mendix (for more information, see App Store Content Support).   

 

2.5 Mobile Problem

  • Operational System and the version (Andriod x.x / iOS x.x) for example: Android 6.1

NOTE: For Windows Phone please ask Mendix Support about the current support conditions 

 

2.6 Browser Problem

  • Operational System (Windows x / iOS x) for example: Windows 10
  • Browser name and the version (Chrome x.x/ Safari x.x / Firefox x.x / IE x.x) for example: Chrome 54.0.2840.99

 

3. Useful Links to Check Before Submitting a Ticket

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