Raising a perfect help center ticket

Overview: 

Below, we've compiled a list of handy details to include in your support ticket.

Here is a list of items that would aid our investigation: 

• Browser being used

• The username/email address of the user experiencing the issue

• What they were doing prior to the issue occurring 

• URL they are having the issue with 

• Screenshots of the issue 

• .HAR file 

• Screenshot of a console table

Note - not all of these will be necessary for every ticket, but will help in identifying and resolving your issue. Further guidance on these is below:

Browser being used

Popular examples of web browsers include Google Chrome, Mozilla Firefox, and others. Understanding which web browser you are using is crucial when seeking support or reporting issues. By knowing your browser, our support team can better identify if a problem is specific to a particular browser or if it's a broader issue with our platform.

The username/email address of the user experiencing the issue

It's essential for us to ascertain which client profile you were logged into when experiencing an issue. This information enables us to accurately replicate the circumstances surrounding the problem. By knowing your user type, we can investigate whether the issue is specific to certain client profiles or if it affects all user types across the platform.

What they were were they doing prior to the issue occurring

Understanding the sequence of events leading up to the issue is crucial for effective troubleshooting. Providing details about your actions before encountering the problem significantly aids our investigation process. 

By sharing what you did prior to experiencing the issue, you provide valuable insights that enable us to accurately replicate the scenario. Replicating the situation closely to when the issue occurred for you facilitates the identification of the underlying cause more efficiently. 

URL they are having the issue with

The URL offers essential information to diagnose the issue effectively. It allows us to examine the specific webpage and understand the context of the problem thoroughly.

To obtain the URL of a website where you're experiencing an issue, follow these steps:

• Navigate to the page where the problem occurs.

• Click on the address bar at the top of your browser window.

• Select the entire URL in the address bar by clicking and dragging your cursor over it.

• Right-click on the selected URL and choose "Copy" from the context menu.

• Paste the copied URL into the description of the ticket

Screenshots of the issue

Screenshots enable us to understand the problem comprehensively as they offer a visual representation of what you're experiencing, providing essential context to identify and address the issue efficiently. Be sure to capture any error messages, interface discrepancies, or any anomalies on the current page.

How to take a screenshot - Windows 

To capture your screen on Windows, simply press the Windows key + Print Screen key simultaneously. This action captures the entire screen and automatically saves the image to the Screenshots folder within your Pictures directory.

Alternatively, you can use the Snipping Tool by pressing Windows Key + Shift + S. This tool allows you to capture the entire screen, individual windows, or specific areas of your choosing.

How to make a screenshot - Mac 

To capture your screen on a Mac, press and hold down three keys simultaneously: Shift, Command, and 3. This action captures the entire screen, and if you see a thumbnail preview in the corner of your screen, you can click on it to edit the screenshot further. Otherwise, the screenshot will be automatically saved to your desktop.

.HAR file

Analysing a .HAR file provides valuable data for troubleshooting and resolving these issues efficiently.

A .HAR file, short for HTTP Archive format, records detailed logs of a web browser's interactions with a website. It captures various aspects such as network traffic, HTTP requests and responses, cookies, and more. A .HAR file can provide insights into any issues occurring on a web page, helping to diagnose and troubleshoot problems effectively.

How to capture a .HAR file

To obtain a .HAR file, please follow these steps:

Right-click anywhere within the browser window or tab, then select "Inspect" from the menu that appears. This action will open the browser's developer tools.

In the developer tools window, navigate to the "Network" tab

Once on the "Network" tab, locate and click on the "Download" button. Press the “preserve log” button. This action will initiate the recording of network activity.

 After recording the desired network activity, right-click on any entry within the network activity list and select "Save all as HAR with content."

Rename the downloaded .HAR file and save it to your preferred location.

Attach the .HAR file to your support ticket.

Screenshot of a console table

A console table, often referred to as a script console window, provides a command-line interpreter interface within a scripting environment. It allows users to swiftly activate a script engine and input commands to execute various actions within a web page or application. By interacting with the script console, users can trigger scripts to perform tasks, facilitating page loading and enabling the functionality of various features.

By capturing the contents of the console tab, we can pinpoint specific commands or scripts that are encountering errors, thereby identifying the root cause of the issue at hand.

How to get a screenshot of the console tab

Right-click anywhere within the browser window or tab, then select "Inspect" from the context menu that appears. This will open the browser's developer tools.

In the developer tools window, navigate to the "Console" tab.

Take a screenshot of the contents displayed in the console tab, capturing any relevant information or error messages.

Finally, attach the captured screenshots to the ticket for further analysis.

Below we have provided a screenshot of a perfect ticket