These are tickets with concerns that imply that the software is not working as it should or there is a question on a technical request, like how to properly format an API request. Support’s key role is to rule out the possible root cause, and ensure that the issue is not a byproduct of a user-error, or a browser-related, or hardware-related issue, before forwarding the concern to dev.
Process
- If the concern is ruled out as user error, support will provide appropriate training/documentation. External training materials can be found here.
- If the concern is ruled out as a technical issue/bug, support will resolve if possible through the troubleshooting guide here.
- If Support isn’t able to resolve the issue through the troubleshooting guide, here are the next steps to take:
- Support will document thoroughly and create linked bug ticket for Prod/Dev