Ticket Submission

How should I submit a ticket?

You can submit a ticket via our enterprise support site (you will be provided with access as an enterprise customer). If you create a new account, please create a ticket after doing so requesting to join your company account. We will then confirm your request with your company and add you to your company’s account so you can see tickets submitted by others at your company.

What data should I include on a ticket?

When possible, please provide:

  1. As detailed a description of the issue as possible, such as the time it occurred, the user’s description of the issue, and any of your own observations.

  2. A screenshot of the lab, if applicable.

  3. A screenshot and/or a copy paste of the lab’s JavaScript console output.

  4. The lab’s share URL, which can be found by clicking the settings gear at the bottom left of the page and then selecting “Share”.

Should I submit multiple tickets for each occurrence?

No, please aggregate multiple occurrence of what appear to be the same issue into one ticket.

How do I check my JavaScript console?

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.