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:
Your RDS/Domain
Straight to the point TITLE that sums up the issue
Concise description that explains the issue/behavior of a feature
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)Videos are preferred if there are multiple steps to re-creating an issue
(You can screen record with AwesomeScreenshot also)MULTIPLE Order numbers are highly appreciated in order for us to cross-reference
Auto-Dispatch or any Order related issues you may encounter.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:
Get assistance for general software problems and questions.
Questions regarding a report? Ask here.
For questions about your account or billing.
For questions about the Restaurant App.
Get assistance with the DeliverLogic app.
For any and all questions you may have about DeliverClub
Get assistance with your paid design package or inquire about a design related question.
For any questions regarding Bluepay or Stripe.
Select this category for any ancillary service questions for products such as:
Marketing Suite
Postcards
Smart Confirm
Smart Support
or mostly anything else activated in the Marketplace.Send us some love!
IMPORTANT: If you receive an E-mail update of your ticket, YOU CAN’T RESPOND TO THE E-MAIL.
You will have to navigate to your active tickets and inside of the ticket in the Support Desk add a note/comment to your ticket.
Do not open new tickets with next steps, just update/add info to the one you already created
You can check the status of your tickets by clicking on the REQUESTS
button on the top right of your screen while on this URL:
https://deliverlogic.atlassian.net/servicedesk/customer/portals
Keywords:
How to create a ticket
Raising an issue
Ticket updates
Support Desk Account