How to Open a Support Ticket?
There are multiple ways to open a ticket to help address the issue or questions with Apty:
Customer can send an email to firstname.lastname@example.org with the high-level description of the issue/grievance/question as the subject line, detailed description as the body of the mail and attach supplemental documentation to the mail (images, videos, pdf, etc.).
This will trigger the following workflow:
- It creates the ticket on the support portal and attaches it to the senders account if it exists.
- If the user doesn’t exist, it creates an account for the user and sends out a mail to reset the password.
- The user will receive n mail confirmation for the ticket.
Via Support Portal
Customer can go to https://support.apty.io and follow the steps below to create a ticket:
1. At the top navigation menu click Submit a Ticket.
2. Fill in the details regarding the issue in the Submit a ticket form as shown below.
3. Click the Submit button. This action will generate an email about ticket created at the Support Portal.
NOTE: All the related tickets with similar description will populate on the right for quick reference in the case this is a previously encountered issue with resolution.
Via Customer Success Manager
Customer can always reach out to CSM who can help to open a ticket on the support portal.
NOTE: CSM will manually submit a Ticket to Support Portal on behalf of Customer via Support Portal as mentioned above. (Email Address needs to be customer's email address so further communication can be managed from Support Portal only.)
How to Manage a Ticket in Support Portal?
Ticket Properties you should know:
Problem on Customer Side
Problem on Customer Side
Lack of Knowledge
Know How questions
DevOps, Problem with Apty Instance in Heroku, Networks issues etc…
NOTE: Ticket Type will become mandatory when while changing the status to resolved.
Default status of the ticket when it is created, meaning no-one has picked up this ticket yet
When someone from CS started working on it
Waiting on Customer
Customer is validating the fix
Waiting on Dev Team
Dev Team is working on it
Customer concluded that fix worked as expected
Ticket is closed (Either manually or auto-closed after 48 hours of setting of ticket status to “Resolved”)
When a spam/marketing related emails being created and auto-created Freemium Tickets
Not Applicable at this point. Do not use this status in Freshdesk!
Ticket Priority along with Support SLA’s per priority
Defect with one or more of the below characteristics occur and there is no work around.
Data corruption: System data is not captured correctly or completely.
System hangs: The system hangs indefinitely or there is severe performance degradation.
A main system function supporting a business critical process has failed and system functionality is limited such that critical business processes are paralyzed.
System crashes repeatedly.
Application is available, but essential component of the system is malfunctioning and/or substantially impacts business operations.
A Critical defect with acceptable workaround exists.
Example: content does not visible in the player widget for users.
The defect does not seriously affect business operation.
The system is operative with some limitations on minor functions.
Routine requests such as “how to” questions, validation of new functionality, Apty function and business use case questions.
Customer Success Group for Assistance with Content Related Issues
The Ticket Management Process
The end to end process of resolution of a Support Ticket is outlined below:
Freshdesk CS Team Dashboard
For detailed Report on Ticket Volume Trends click here: https://support.apty.io/a/reports/