To submit a support request through your Support portal, head to your home page and click the Submit a request button at the top right.
This should take you to a form to submit your request. In the form, you'll be asked for:
- Subject of the ticket - use this field to summarize the issue you are reaching out about
- Description - this will be where you can provide details about your request.
- Attachments - you can use this upload any relevant files for your support ticket
When submitting a support request, it is important to provide as much detail as possible. This helps the Ascend team to triage and resolve your issue faster. Here are some details that would be helpful to include in your support request:
- A link to the affected environment or environments
- A dump of any error messages you are seeing
- Link to relevant components. You can get this by clicking into any component and grabbing the URL, which should have the format <environment-name>.ascend.io/ui/v2/organization/<data-service-name>/project/<dataflow-name>/view/<component-name>
- Any relevant screenshots, especially if the error message is not persisted in the UI
Note: Conversations in Slack and Intercom will automatically be created as tickets within you support portal. For more information regarding integrations with Slack and Intercom, click here.
Tickets through Slack and Intercom
While customers can submit tickets through their support portal, it is still possible to continue using Slack and Intercom to get help! Slack threads and Intercom conversations are automatically created as tickets so you can keep track of open issues across all communication channels.
Note: With Slack threads, please keep each issue in a separate thread as those will then me treated as separate tickets. This makes it easier to track issues separately.
Comments
0 comments
Please sign in to leave a comment.