Ticket Details

There are a few pieces of information that allow us to deliver the fastest support possible to your and your users, explained below.

Issue Description

A detailed a description of the issue goes a long way. Some useful information is the approximate time the issue occurred, the user's description of the issue, and any of your own observations.

Applicable URL(s)

There are two different types of URLs used when submitting tickets. Please be sure to include the one applicable to your ticket submission!

Report URL

For tickets related to an issue a user has experienced, please include the project's report URL.

This URL leads to a report that contains important information related to the user's project, which may also be useful for your own support initiatives. It is not possible for us to debug a user's project without a report URL, so please be sure to include it!

This URL can be found by clicking the help icon at the bottom left of the page and then selecting the "Reporting Issues" topic. The report URL will be shown there.

Content URL

For tickets related to an issue with a content you are working on, please include the URL of that content, which can be found in your browser's navigation bar.

Screenshots

A picture says a thousand words, or so they say! Screenshots or screen recordings are very useful.

JavaScript Console

A screenshot and/or a copy paste of the project's JavaScript console output helps us identify any errors the user may have encountered in their project.

Below are some details on how to open the JavaScript console in common browsers!

Instructions for Chrome:

  1. Have the user right click and select the "Inspect" option

  2. A window should appear within the web browser containing a navigation bar. Have the user select "Console"

  3. Copy and paste the Console Output into a ticket

Instructions for Firefox:

  1. Have the user right click and select the "Inspect Element" option

  2. A window should appear within the web browser containing a navigation bar. Have the user select "Console"

  3. Copy and paste the Console output into a ticket

Screenshots of the console are also useful, if the output is not readily available.