Every now and then, you'll find yourself needing some help in the Jacquard platform. Thankfully, we have an easy-to-use support ticketing system to help you file your requests in a timely manner.
How to open a ticket
Before we cover all the different things you'll need to know how to do when you open a ticket, let's talk about how you actually do it.
Click on the support bug in the bottom-right corner of your screen from anywhere within the Jacquard app.
Click on Contact support.
Click Open a ticket.
Click Create ticket.
Ensure you completely fill out all fields requested. If fields are missing or incomplete, your resolution will be delayed.
When you’re finished, click Create ticket at the bottom of the form.
Once submitted, you’ll receive a copy of the ticket in your email. You’ll also receive ticket updates both in your email and in the support bug within Jacquard. You can communicate with the Support Team by responding to the email updates or by chatting within the support bug where you opened the ticket.
Ticket fields
As mentioned above, it’s vital to fill out all the ticket fields completely and accurately to ensure your request is resolved as soon as possible. We’ll explain each of the fields you’ll encounter below to assist you.
Issue Type
There are two options to choose from: Support and Feature Request.
Support: Choose the Support option for any and all issues requiring action and assistance from the Jacquard Support Team. This includes platform issues, integration issues, language issues, data issues, and user access issues.
Feature Request: Choose the Feature Request option to propose new functionality, existing feature enchancement, or modifications to the user interface as it exists today. Keep in mind that while we do read and consider ever feature request carefully, we cannot reply to or implement all feature requests you file. Tickets for feature requests will be logged with our Product Team and then closed without further acknowledgment.
Issue Description
In this free text box, clearly explain in complete sentences the problem you encountered and the steps for us to replicate the issue. Please provide as much detail as you can about the issue you're experiencing. The more detail you can give us, the greater the chance we can replicate your issue quickly and resolve it.
URL
Every Jacquard page, workflow, and piece of generated content has a unique URL. This is critical to provide in your support ticket or feature request so we can quickly navigate to the page in the platform where you encountered your issue or where your proposed feature would appear.
You should only include one URL per support ticket. If you are experiencing problems in multiple places, please file a separate support ticket for each.
Priority
For every ticket you open with the Support issue type, you’ll need to indicate a priority level. This is to help us triage and schedule your request amongst the other requests we receive. Please review our priority definitions below so your issue is given the attention it requires:
Lowest: The support request is for non-critical information regarding additional user training, explanation of a platform feature, or further clarity of existing documentation. No immediate business needs are impacted by this request, and there is not an imminent deadline.
Low: The issue you're flagging is a minor inconvenience to you but you have found a workaround. You are able to continue normal business functions. This issue requires resolution within the next month.
Medium: The issue or loss of service you're experiencing is frequently bothersome but otherwise you are able to continue normal business functions. There is a deadline for this resolution, but it is more than a business week from now.
High: Important features are unavailable with no conceivable workaround. However, you are able to continue normal operations, albeit in a diminished capacity. Your issue requires resolution within the next business week.
Highest: Critical business functions are impacted, and you cannot continue to work. Your request constitutes an emergency requiring resolution within the next 24 business hours.
Urgency Explanation
If you choose the High or Highest priority level, you’ll be asked to explain why the issue is urgent. This helps us allocate the appropriate resources to your issue internally and involve additional team members if necessary. The urgency explanation should include both why a workaround is not possible and the imminent deadline driving the priority level you chose.
Attachments
You can include up to 10 supporting attachments for every ticket you submit. This field is optional, but keep in mind attachments (such as screenshots) are often the most important source of information for our Support Team to best understand the issue you’ve encountered.
Support availability
We have team members actively monitoring our support channels from 9 a.m. to 5 p.m. British Time, Monday through Friday. When we're out of the office due to a holiday or there are other factors delaying our responses, we'll note it in our ticketing system.
Response time
Generally speaking when we're operating at full capacity, you can expect someone to accept and provide an initial response to your ticket in about a business day. If we are experiencing delays in our service, we'll also note that in our ticketing system.