# Creating a support ticket Guidance on how to communicate with Tray support when customers are experiencing issues when building workflows ## Benefits of a Support Ticket ### Online help Selecting the location of the team you would like to follow up with your question ensures we're online when you're online. ### Manage priority Set the priority of your issue. This helps us in prioritizing your task relative to the other tickets in our queues and get you the information you need when you need it. ### Structured info gathering Required information is collected upfront in the form. Yes, our team is a delight, but we know your real goal is to get up and running again. The fewer messages spent collecting information that may be left out of the initial message, the quicker we can get your issue resolved. ## How to get to the "Submit A Ticket" Form Follow the steps below: ### 1 - navigate to the "Submit a Ticket" main page There are two places where you can find the "Submit A Ticket" menu option: **From your Dashboard Menu:** (1) Click on **Getting Help** at the bottom of the left-hand menu and (2) Click on "**Submit a ticket":** ![from dashboard](https://tray.ai/documentation/images/help/getting-support/creating-a-support-ticket/3RTh2baLmjuKQk3DMP1JSf_from_dashboard.png) **From your Workflow:** (1) Click on the **tooltip icon** in the upper right corner of your workflow and (2) Click on "**Submit a ticket":** ![from workflow](https://tray.ai/documentation/images/help/getting-support/creating-a-support-ticket/51JKB2SxaHennTrLwqggSU_from_workflow.png) ### 2 - select 'Technical Support' from the menu options. A new tab will open in your browser leading you to the "Submit a ticket" main page: ![technical support](https://tray.ai/documentation/images/help/getting-support/creating-a-support-ticket/7sVB13nhR8NGtsm0JFPQq0_technical_support.png) ### 3 - fill in the technical support form ![blank technical support form](https://tray.ai/documentation/images/help/getting-support/creating-a-support-ticket/6AJhDRlpipFcLPxsLiZ1gk_blank_technical_support_form.png) ## Support ticket best practices ### How many tickets to open and why We recommend **creating a separate ticket for each issue or question** you have. This can lead to\*\* faster response times\*\* as tickets can be assigned to the first available associate. That means your tickets can potentially be worked on simultaneously by multiple team members rather than sequentially by one person. ### CCs Add the email(s) of additional people who are relevant to the conversation. (a) Anyone who needs to know about the progress of this issue (b) Internal experts or a representative from another team who manages any of the services involved in the issue. For example: * If someone else is the Salesforce Admin * If a developer at your company reported the problem to you ### Subject Write a short statement that summarizes the issue. Consider mentioning: * Connector Involved (e.g., Salesforce) * Error Message Involve * Step Name Involve (e.g., http-client-26) * Workflow Title (e.g., Salesforce to BambooHR) * Service + Authentication (e.g., Shopify authentication error) ### Description This should elaborate on the issue mentioned in the subject. We caution against relying on the subject alone to tell us about the issue. We need to hear about your goals and the sequential steps you took to get where you are. To make sure you give us all the information we need, it helps to think about our question words: Who, what, when, where, & why. 1. What is your **ultimate goal**? 2. Where were you in the **process** toward that goal? 3. Whose account did you use? (send us the **login email**) 4. How did you try to implement that (i.e., what did you do)? 5. What went wrong? * Describe the problem. * Show us the **error message** (**VIDEO TIP:** [How to get the direct link to an error message](https://www.loom.com/share/3ee14c0ab6b7490bb245b3379d83020e)) * Send us **screenshots** to show us how you know there's a problem. * **TIP:** If you are logged in to a third-party service account, we can't see that. Send us a screenshot with sensitive information deleted as attachments. 6. What did you do to try to fix it? 7. What happened after you tried to fix it? 8. Repeat describing 5 & 6 for **every strategy** you tried (and big kudos for exhausting your strategies before writing to us) PRO-TIP: It can be tough writing out the issue. We recommend sending a video clip of the issue if that is easier. Just make sure to conceal sensitive information. * [How to record the screen on your Mac](https://support.apple.com/en-us/HT208721#:~:text=Open%20QuickTime%20Player%20from%20your,Screen%20Recording%20window%20described%20below.\&text=To%20record%20your%20voice%20or,screen%20recording%2C%20choose%20a%20microphone.) * [How to record your screen on your PC](https://www.pcmag.com/how-to/how-to-capture-video-clips-in-windows-10#:~:text=Click%20the%20camera%20icon%20to,R%20to%20start%20your%20recording.) **Examples of what we need:** * **Email addresses** of the accounts involved (the email used to log into Tray) * **User IDs** (i.e., if you have embedded end-users experiencing issues) * [**Direct Links** to failed executions](https://www.loom.com/share/3ee14c0ab6b7490bb245b3379d83020e) * **Error Messages** (direct links, screenshots, and/or copied text) * **Resources used** (share with us any third-party documentation, Tray documentation, etc. you used to help you) * If you would like to **share credentials**, we have a [**secure form**](https://26984ae3-4327-47ee-90e3-1f6fc9dca552.trayapp.io/)\*\* \*\*for that. ### Priority This helps us in prioritizing your task relative to the other tickets in our queues. If you select 'High' or 'Urgent' priority level, then you will also be required to describe the business impact of this issue. We will need to understand the scope of the problem. We typically reserve the Urgent status for widespread errors in production, platform outages, data loss, etc.  Priority is lacking a strict definition - this is because the priority is whatever you and your organization define it as. The customer priority (shorted on the forms as 'priority') is Support's way of asking the impact or importance the ticket has to your organization and its needs (business, technical, etc.). **Severity** Issue severity will align with the definitions on [this page](https://tray.io/support). Support will ultimately determine the severity level for any issue. ### Business impact Do these issues represent production integration failures? Or is this project/solution still in testing/development? Please describe the impact these failures have on your business. ### Workflow URL The URL is found in the address bar of your browser. **If you have a problem in a specific workflow:** ![where is my workflow URL](https://tray.ai/documentation/images/help/getting-support/creating-a-support-ticket/01kLneAynb55dIYq0xjlhN_where_is_my_workflow_URL.png)