Creating a ticket - how to log an issue:
The system we use to log any support request is Jira. Each of our clients should already have a Jira representative set up. If you have problems accessing Jira please email support@supadu.com and access will be granted within a working day. There is an annual fee for each jira user access. Please refer to our Retainer Plans overview for details.
To help keep costs at a minimum please follow our suggestions below. This helps us process your support request faster and more efficiently.
Where possible please provide the following:
- Link to the page or platform that the issue relates to
- Details of the browser and device you are using (if relevant)
- Screenshot of the issue.
- Please describe the issue and your desired outcome as clearly as possible.
- We also suggest sending screenshot(s) and/or screenshare recording(s) to help point out the specific issue.
- Define the priority of the issue (see Priority and Scheduling section for further details)
* Failing to do any of the above may result in us having to query the issue further and may increase initial scoping costs and resolution time.