Create and manage a support ticket

A good support ticket gives an investigator a reproducible problem and a clear definition of success. Keep the request, evidence, correspondence, and resolution together as the investigation develops.

Open the ticket#

Use Support → All Tickets or Ticket Tracker to create and find tickets. Select the relevant customer/category where applicable, assign an owner, and describe the impact.

Include:

• The affected app, controller, or action and environment.
• Expected behavior and the observed result.
• Steps to reproduce with safe example data.
• The approximate time and timezone.
• The relevant release or version if known.
• A log/session reference and checks already performed.

Use a specific title, such as “Sandbox order lookup returns 404 for GET route,” rather than “API broken.”

Track ownership and progress#

Use the ticket's status controls and the Ticket Tracker board to show its current stage. Keep assignment aligned with who is doing the next action. Moving a card is a status change; it does not itself establish that the underlying issue is fixed.

Record questions and findings as the investigation proceeds. Separate reproduced facts from hypotheses so another reviewer can follow the reasoning.

Correspond with the customer#

Use the ticket's correspondence feature for supported email communication. Preserve the ticket reference in reply subjects so responses can be associated with the correct ticket.

Check delivery status when available. A message accepted for sending is not always a delivered message; bounced, dropped, or deferred messages need their own follow-up.

Prepare a resolution#

Attach only the evidence needed to support the finding, summarize the change or explanation, and identify the verification performed. Ask the reviewer to assess that result against the original expected behavior.

Continue with evidence collection and reviewing and closing tickets.