PS: Support Ticket Best Practices

The Context: To ensure fast resolution, support tickets should contain specific details answering the "5 W's".

The Data:

• Who: Is this issue affecting the whole company, one user, or a specific group?
• What: What is the error message? What is the expected behavior vs. actual behavior?
• Where: Specific menu path, screen name, and property name. Include screenshots of the full screen (including URL).
• When: When did it start? Is it happening at specific times?
• Why: (Context) Did a recent change occur? Was a new user added? Was a setting changed?

Limits:

• No Email Tickets: New tickets cannot be opened by emailing the support team directly; use the portal