Requirements For Logging A Support Ticket

Logging a ticket with support

The requirements for logging a ticket with the Simpleview support team. If you encounter a bug, or are unable to find an answer to your question in the Simpleview knowledge base, then you are able to log a ticket with the support team via the support portal. 


1) In order to start logging a ticket. Please go ahead, and login to the support portal of your user. If you haven't already created a user, please refer to the article accessing the Simpleview portal.  Once the sign up box appears, go ahead an sign in. 

2) Click on the link submit a request. You will be presented with a form, asking you to fill in a subject, description, and any attachments you have relating to the issue.



So, in the example below, we are logging a ticket with the subject 'adding an award'. The system will try and suggest knowledge base articles that may be related to the issue you are logging. If none of these knowledge base articles are useful, then you can go ahead, and proceed with logging the ticket. 




3) Next is the description. When logging tickets with support, please take the time to provide us with as much detail as possible. For example, a detailed description of the issue, and any links that may assist us with our investigation, screen shots, as well as browser details if necessary.  Ticket templates are available for download at the bottom of this article. 


If you have multiple Issues

If you have multiple issues that are not linked, such as a styling issue on one page, and a booking issue.  Please take the time to log a ticket for each individual issue, as this will allow us to manage the progression of each ticket more effectively. Once you have submitted the ticket, a unique ticket reference will be created, and you will receive an email outlining the ticket you have submitted, as well, as having visibility of this via the ticket portal. If you wish to add updates to any of your existing tickets then this can be done either by responding to an email which you have received from the support portal, or by clicking on the ticket and adding a comment. Please, also ensure that you don't add a new request onto an existing ticket, as these tickets are not always visible to us, and therefore may not be answered. 






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