Making and Managing Support Desk Tickets

BEFORE READING THROUGH THIS ARTICLE PLEASE CREATE A SUPPORT DESK PROFILE
IN ORDER TO BE ABLE TO SUBMIT / REVIEW YOUR TICKETS.
YOUR ADMIN BACKEND DOES NOT MEAN YOU HAVE A SUPPORT DESK ACCOUNT!
https://deliverlogic.atlassian.net/servicedesk/customer/user/signup

In order to have your ticket processed and resolved as soon as possible we need to have certain information ready from the get go to ensure we can verify, re-create and work on the issue provided.

We will need to see certain information provided regardless of ticket type such as:

  1. Your RDS/Domain

  2. Straight to the point TITLE that sums up the issue

  3. Concise description that explains the issue/behavior of a feature

  4. Screenshots of exactly what YOU saw when experiencing an issue.
    (We strongly recommend you use
    Awesome Screenshot -- Screen recorder and Screen capture
    it’s a great and easy to use tool with which you can also
    notate exactly what you want us to look at)

  5. Videos are preferred if there are multiple steps to re-creating an issue
    (You can screen record with AwesomeScreenshot also)

  6. MULTIPLE Order numbers are highly appreciated in order for us to cross-reference
    Auto-Dispatch or any Order related issues you may encounter.

  7. IF it’s a financial related ticket PLEASE provide us with
    detailed information of the driver/customer/restaurant
    you’re having an issue with (e-mail, name, financial info is possible).

There are a few different ticket types that you will see before creating a ticket:


Keywords:

  • How to create a ticket

  • Raising an issue

  • Ticket updates

  • Support Desk Account