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
   https://www.awesomescreenshot.com/
   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:

• 

  Report a Bug (Use this if you are CERTAIN that something is not functioning correctly)
  *If you are just unsure if something is accurate or how it functions
  please visit https://www.deliverlogic.com/events/ and join one of our weekly calls so you can ask one of our experts*
  
  

• 

  Submit a Feature Request
  *If you believe that there is a need for a specific feature in our software that can benefit the whole network please do so with this feature, if it’s specific to your area of operation we might consider it and execute once we have free development resources*

• Question or Feedback
  *If you are unsure how something functions please try to find your answer in our Knowledge Base first before submitting a question ticket. Furthermore you can leave feedback regarding our Services, Products and/or Staff members*