How To: Get Your OC Support Ticket Solved Faster

By Cristy Zuazua posted May 22, 2019 10:14

  
Hi, all - since we've been growing so much, I thought it would be helpful for everyone to have a short note on how best to submit tickets to the support queue if you are having an issue with an online community site. (Please note - this is intended for the Higher Logic Online Communities issues only.) In order to help streamline this process, I'd recommend the following steps:

  • Log in to the HUG website
  • Go to https://support.higherlogic.com/hc/en-us/requests/new
  • Fill out the required fields, but include the following in the 'Description' section:

    Location of Issue (link to page where issue is being seen, pagecode, control name):
    Issue Summary (in one sentence, if possible):
    Browser (if this is occurring across browsers:

    Steps to Replicate:

  • Click Submit

Once a case is created, it is routed to our Basic Queue. From there, the Basic Support team (where I live!) will take the cases as we have bandwidth, or re-route the cases if they need to be handled by another team. The key to a good support ticket is relevant information, such as links to pages where you're having issues (such as user profiles or relevant communities) that will help us replicate the issue in question.

While this is understandably not possible for all issues (every case is different!), and it's not always possible to summarize in a sound byte, using this as a basis for common issues will reduce back and forth, leading to a better resolution to common issues.

Feel free to reach out to me with any questions or feedback - cheers and thank you, all!

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