Best Practices for Raising Tickets

Submit a Support Request

When Formpipe carries out an initial evaluation of a support case, we are limited to the information contained within the ticket. To ensure that there are no delays in investigating the issue and that time is not lost repeating previously completed actions or miscommunication about the actual issue, all relevant details must be provided as early as possible. While many details below may seem irrelevant, the background and history around an issue are sometimes critical to identifying the root cause.

Before you raise a ticket, we encourage you to use the knowledge base to find the resolution to your issue. The advanced search feature is designed to help you locate articles and information quickly and efficiently. For more information about navigating the Formpipe Knowledge Base, see Welcome to Formpipe's Knowledge Base.

If you can’t find what you’re looking for using the search, follow these best practices to submit a support ticket.

The recommended way to submit a Support Request is to use the Create Ticket button in the header bar. This will redirect you to the Create Ticket form on the Formpipe Support Portal, where you can create and manage all your Formpipe support tickets. Alternatively, you can submit a ticket directly on our support site at https://support.formpipe.com/new-ticket.

Some fields are mandatory to fill out when creating a ticket to ensure the ticket goes to the right team and is picked up with the correct priority. As well as the mandatory fields, all tickets should provide other essential information, including but not limited to:

1. Description of the Issue

The initial key information is a description of an issue; this should contain as much detail as possible and accurately describe what is observed during the issue in question. If relevant, screenshots should be supplied.

2. Business Impact of the Issue

While all issues are important, their severity can vary. A brief description of the impact the issue is having on day-to-day activities or project implementation will enable the agent to prioritize the issue properly.

The impact is measured in Priority; when reporting tickets via the Portal, the Priority should always be set. The following priorities are available:

3. Steps to Reproduce

If the issue is reproducible, detailed steps into what caused it with screenshots will speed up Support's investigation; this should include expected behavior and actual behavior. If the issue cannot be reproduced, details on what happened prior to the issue being seen should be provided to enable Support to get a better understanding of the affected area.

4. Troubleshooting Attempted

Before contacting Support, it is advisable for the team responsible for the servers/software to perform some troubleshooting steps themselves using their technical ability. It is strongly recommended to refer to and use details supplied on the knowledge base and in the manuals where applicable (if available). Rather than repeating the same troubleshooting steps already attempted, supply details of what was attempted to reduce time and avoid wasted effort in understanding the cause.

5. Recent Changes

At times, seemingly unrelated changes to the related server(s)/infrastructure could cause issues with the software. Detailing all recent changes allows the Support Agent to confirm whether the changes could have caused the issue observed.

6. Logs and Data Samples

All relevant logs and samples of data related to the issue (if appropriate) should be sent along with the ticket. Normally, the logs contain a lot of detail and information that the assigned Agent can use to help diagnose the issue. If these aren’t supplied, the first response from the Agent will normally be to request the logs before starting the investigation.

For information on managing tickets, please see Manage Support Tickets.