As our support services grow, we are always working towards amazing customer service, and we know your time is valuable. The following tips will show how you can give the best information as you submit a ticket:
1. Title/Subject
This should be short and specific, giving enough information to convey what the ticket is about.
Bad example: my students wont show up
Good example: Issue with adding students to 2022 classes in NAFTrack - Getting error screen
2. What goes in the body of the ticket?
We love to see specific information and any details you can add will help us help you quicker.
Identifying information such as your name, academy name, academy #, the students' name and ID#, etc. can tremendously decrease resolution time.
Screenshots are always very helpful to show us what you're seeing so we can get a better idea of what is going on.
Computer info can also be helpful, such as Mac or Windows, or browser used such as Firefox or Chrome.
URL - including a URL (the website address in the top of the browser) can be helpful too. Just copy and paste it in the ticket!
Bad example: I added my students to my class and nothing happened, I just got an error screen
Good example: Hi I'm [your name], I'm a [your role] from [academy name AND #]. I was working on adding my 2022 students to their [name of class] class this afternoon around 1:30 p.m. and whenever I went to save my progress, I received this error screen! [Post screenshot of error screen here] I'm using Chrome on my dell laptop and was expecting to see a confirmed list of students added to my class. I checked the Knowledge Base and couldn't find anything that helped, can you assist me?
Other helpful info - Expected vs actual results
A lot of the time a single step was missed in a process that caused the issue. By providing us a step by step of what you did up until the issue happened, you can help us pinpoint the fix quicker.
Good example:
1. I went to NAFTrack
2. I clicked on 'Manage Classes'
3. I navigated to the academy and the class I needed to add students to
4. I clicked Add Students to Class
5. I checked off all the appropriate students and clicked Add
6. The page took about 10 minutes to load and then gave me an error screen
*To submit a ticket, click the "?" at the bottom right corner of any page in ASH*