What information should I provide when submitting an issue-related ticket?

What information should I provide when submitting an issue-related ticket?

      In our support center, we are struggling to provide a solution for your request as fast as possible. Though, it might get delayed through verifying details, finding out your support license, Magento and module version and etc. There are several steps you can undertake to speed up ticket resolution:

  1. Provide your order ID for the extension and support license or support subscription. For most technical issues, an active support period is required. By providing the order ID you can save us time on finding and verifying your support status.
  2. Check if you’re using the latest module version. Our team is providing tech and feature updates for all products quite regularly. If you’re facing some tech issues or some functionality is not working for you try updating the extension to the latest version. Also, don’t forget to verify that your Magento version is compatible with the latest module version - you can find the info on compatibility on the PDP in the Changelog tab.
  3. Provide info about your Magento and module version. In case you don’t have an opportunity to update the module, please make sure to specify this info in your support ticket. By providing the Magento version you can help us localize the issue - some occur only on a specific Magento version.
  4. Describe steps and preconditions to replicate the issue. The more details - the better. The best format would be that of a to-do list, for example: navigate to page A, click the button X, see the result of loading the modal window. Make sure to note what browser you’re using, the OS might be important as well. Note whether the issue is reproducible on the admin side or on the client side. Depending on this, note if you can reproduce the issue as a guest or a logged-in user.
  5. Provide links and example data if possible. All the websites are individual and have different structures. Help us out and provide links to the pages where the issue can be reproduced. If issue reproducing requires some product operations, logging into a customer account, modifying categories, pages and etc please specify the sample entities that we can use to run tests (like order ID, SKU of a product, category ID, and others).
  6. Use screenshots and videos to describe your issue. Supplement the steps to reproduce the issue with the screenshots and videos for us to better understand the case. You can also provide screenshots of the errors if you face any and attach log files if possible.
  7. Run a conflict check. Check if you have several modules with similar or intersecting functionality - it might be a cause of a conflict between the modules. For example, you might have modules from different vendors - one affecting price filters, the other - providing multiple selection for the filter options. Try disabling one of the modules to see if the issue is reproducible and note the results in your support ticket.
  8. Let us know if you have any open tickets with us. Using the support system, we might be able to find the required info and move the ticket to the next support level faster.

      That’s it. Little steps - great contribution.

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