Formatting tickets

When creating new tickets (Conversations) It’s very useful to have information such as:

  • A detailed description of the behaviour, please provide Project codes, page names and screenshots as part of this. Here's a quick video to show you how to do this if you are not familiar with this.

  • Detailed steps to replicate the behaviour you are finding, please use as much terminology from the interface as possible, the first thing we seek to do in support is replicate the behaviour you are encountering as this informs our response.

  • Please tell us the expected behaviour, as the expected behaviour for you, may be different to what we would expect.

  • Please tell us the Environment you are in, for example the specific browser and browser version, are you using a mobile or desktop computer, is the behaviour in an LMS or a direct link release?

What we cover in support

Please note that the primary purpose of our support service is to help users who are encountering issues or bugs, these users will treated as our main priority.

We are however happy to provide some advice on how to develop your courses, but this is not the focus of our support offering, so you are likely to encounter delays with requests of this nature.

If you are encountering an issue which is being encountered only in a specific environment, for example a specific LMS or a specific app, this is outside the scope of our support offering. 

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