Submitting a support ticket is the best way to ensure your issue is documented, tracked, and resolved as quickly as possible. This guide walks you through the information needed to submit a clear, effective ticket that helps our support team assist you efficiently.
When to Submit a Support Ticket
Submit a ticket when you need assistance with an issue you cannot resolve on your own, including:
System errors or bugs
Problems accessing your account
Unexpected behavior in the application
Requests for technical assistance or configuration guidance
If your question is general or not time-sensitive, you may also find quick answers in our Knowledge Base.
1. Provide a Clear Subject Line
Write a short, accurate summary of the problem.
Example: “Unable to save changes to user profile”
2. Provide Key Details
Include the following information when applicable:
Name of the Opportunity
Direct link to the Opportunity
If an applicant or reviewer is experiencing the issue, include their name and email address
3. Describe the Issue in Detail
In the description field, include:
What you were doing when the issue occurred
Steps to reproduce the problem (if you can)
What you expected to happen
What actually happened
Any error messages displayed
The more detail you provide, the easier it is for us to investigate and resolve the issue.
4. Attach Supporting Files (Optional but Helpful)
Attachments can greatly speed up troubleshooting. Include:
Screenshots
Copies of error messages
Short videos or files that show the issue happening
We prefer that you use our Support Portal to submit a ticket. If you choose to forward an email to us, please include a brief explanation of the issue. Forwarded emails alone often lack the context we need to understand the problem and assist you quickly.
Have more questions about this topic? Go to the Community Forum to pose the question to other users or submit a support ticket to InfoReady.