To submit a support ticket, click:
Fill out the required form with details about your issue following the recommendations below.
Unified Rules for Submitting Effective Support Tickets:
These rules will help the Ender Turing support team understand your issue quickly and minimize the need for preliminary questions, allowing them to focus on finding a solution faster.
Be Specific and Descriptive in Your Subject Line:
Why: A clear subject helps categorize and prioritize your request immediately.
How: Instead of "Help!" or "Issue," use subjects like: "Error when trying to export report X," "Unable to log in with new user Y," or "Feature Request: Add Z capability to dashboard."
Provide a Clear and Complete Description of the Issue:
Why: The support team needs to understand what's happening, what you expect to happen, and the impact on your work.
How:
What did you try to do? (e.g., "I was trying to generate the weekly sales report.")
What happened? (e.g., "The system showed a 'Timeout Error' and the report did not generate.")
What did you expect to happen? (e.g., "I expected the report to download as a PDF within a minute.")
When did it start? (e.g., "This issue started this morning, May 30th, around 9:00 AM EEST. It was working fine yesterday.")
Is it intermittent or constant?
Include Steps to Reproduce the Problem (If Applicable):
Why: If the team can replicate the issue, they can diagnose it much faster.
How: List the exact steps you took, in order, that led to the problem. Number them for clarity. For example:
Logged into the platform.
Navigated to 'Analytics' > 'Reports'.
Selected 'Weekly Sales Report'.
Clicked 'Generate'.
An error message appeared.
Attach Supporting Evidence (Screenshots, Logs, Recordings):
Why: Visual or detailed evidence can often explain the problem better than words alone and provide crucial diagnostic information.
How:
Screenshots: Clearly showing error messages, unexpected behavior, or relevant configurations.
Short video recordings (Optional): Especially useful for demonstrating complex interactions or intermittent issues.
Provide Relevant Context and Environment Details (Optional):
Why: Issues can sometimes be specific to a particular environment, user, or data set.
How: Include information like:
User account(s) affected: (e.g., "This affects user [email protected]" or "All users in the 'Sales' group.")
Specific item/data involved: (e.g., "The problem occurs with Customer ID 12345," or "When filtering by 'Region: North.'")
Browser/OS (if applicable): (e.g., "Using Chrome version 115 on Windows 10.")
Any recent changes: (e.g., "This started after we updated our internal API key yesterday.")
By following these rules, you provide the support team with a comprehensive initial report, enabling them to start working on a solution more directly and reduce the back-and-forth communication.