The Access Support Desk and colleagues at People Places Lives (PPL) have noted that the review, investigation, and resolution of some issues are often delayed because key information is missing from support tickets. This usually means additional communication with the customer is required before a proper investigation can begin. To help avoid these delays, The Access Group (TAG) and PPL Support have put together the following list of headings and details that should be included in each ticket:
Review & Internal Configuration Check
Confirm whether all relevant internal configurations have been reviewed and are working correctly, if not provide details and evidence.
Have you reviewed the issue internally before generating a support ticket? Have you been able to replicate the issue successfully and are getting the same result?
Specify:
If any configurations were recently changed.
Check the integration settings, are you using the correct credentials. Check these are correct.
Environment Identification
Clearly state whether the issue is occurring in the Test or Live environment.
Copy link to the URL in the ticket.
Include which client is experiencing the issue.
Screenshots (Including URL)
Attach clear, relevant screenshots of the issue.
The more information on the screenshot the better.
Ensure that the URL is visible in the screenshot, as this provides critical information about the specific location or module within the system.
User Account Details
Provide the names or user IDs of users affected or to be used for testing/replication.
If needed, indicate which user to impersonate or test with.
Replication Steps
Provide a step-by-step breakdown of how to replicate the issue.
What have you done to get to the point where the problem occurs (include example).
What are you expecting to happen – Expected result.
What happened – Actual Result.
Include:
User actions.
Navigation steps.
Specific buttons or links clicked.
This allows the support team to reproduce the issue reliably.
Error Logs or Codes
Include any error messages, logs, or codes that have been displayed.
If available, provide:
Console logs (for browser-related issues).
Server-side logs (if accessible).
Screenshots or text of any popup messages or alerts.
Form Information
If the issue is form-related, include:
The form name.
The form ID.
Provide the URL to the form.
Form submission date & time.
Date & time error occurred (include in screenshot).
This enables quick access to the specific form in question.
When creating a new support tickets, please use the above list as a starting point. We hope this’ll speed up the resolution of many issues.