What to include in your support ticket

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The support workflow within TrustCloud ensures that customer inquiries and issues are handled promptly, accurately, and professionally, ultimately enhancing trust and satisfaction among users of their platform.

It is important to include as much information as possible when opening a support ticket. This helps the support engineer identify the root cause of the problem quickly. Ideally, the following information about the problem needs to be included:

  1. The Subject Field: the subject line of the email or ticket page should be a brief description of the problem.
  2. Your Program Name: This can be the TrustCloud program that you were working on when you encountered the problem. The program name can be found in the top right corner of your TrustCloud.
  3. Your Organization’s Name: for most TrustCloud users, this is the same as the program name
  4. Your Name: If you are opening this ticket on behalf of someone else, this should be their name.
  5. Your Email Address:  If you are opening this ticket on behalf of someone else, then this should be their email address.
  6. The Problem Priority: This helps the support engineer understand the impact of this problem on your business.  They are described in detail here . The options are as follows:.
    1. Low
    2. Normal
    3. High
    4. Critical
  7. The Type of Issue Being Reported: This identifies the type of request.
    1. Question
    2. Incident
    3. Problem
    4. Task
  8. The Product: This identifies which product you are working on, such as the following:
    1. TrustOps
    2. TrustShare
    3. TrustRegister
    4. AuditLens
  9. A Detailed Description of the Problem or Request: Details that may be useful to the engineer to investigate your issue.
    1. Problem description. What actually happened versus what you were expecting to happen?
    2. What page were you on when you encountered the problem? Like control, policy, system, vendor, etc. that you were using when you encountered the problem.
    3. The URL of the page where you discovered the problem.
    4. Any error messages.
    5. File Attachments
      1. Screenshots of important items such as error messages or misbehaviour.
      2. Videos of the problem are being reproduced.
      3. Other files, such as doc files, spreadsheets, picture files, etc.
    6. Anything else that might be useful.

Picking the correct priority for your ticket

By following the guidelines below, you make it easier for the engineer to correctly triage your problem so that it gets the appropriate attention.

We recommend choosing the priority for your support ticket based on the following criteria and examples:

  1. Critical
    1. You are unable to access or otherwise use your program.
    2. You are blocked from working on or completing a critical task that has a deadline attached.
    3. This issue is blocking your ability to work with one of your customers or auditors.
  2. High
    1. This problem is inhibiting your productivity but is not blocking you from working.
    2. If you have an impending deadline, that might be impacted by this problem.
  3. Normal
    1. This is an annoying problem that is not impacting you, but you would like to see it resolved.
    2. This is an obvious bug that should be resolved but is not impacting your business.
  4. Low (Includes Feature Requests as well as bug reports)
    1. For low-priority issues, they do not impact your business in any way, but you would like to see them resolved eventually.
    2. For feature requests, the information is escalated to our product management team. The support ticket will be closed and tracked via the Product Management Tool.

After opening a support ticket, what happens next?

Once you have opened a support ticket, the support team will take action, managing your ticket through the process.

You will receive an auto-generated ticket with your new ticket ID number that you can use to track the progress of your ticket.

Within four hours (two hours for critical tickets), an engineer will personally contact you, acknowledging the problem and asking any additional clarification questions.

  1. When a support ticket is updated, you will receive an email with an update.
    1. Login to the TrustCloud Support Portal at support.trustcloud.ai, navigate to your support ticket and update the ticket using a public note or a private note, but we recommend using the public option.
  2. As the engineer investigates your problem, they may update the ticket by asking you questions to obtain further useful information to troubleshoot the problem. They may also update the ticket to provide you with the status of the investigation.
  3. The problem may be determined to be a product defect, such as a bug, incorrect information, or a variety of other problems that require the assistance of TrustCloud Engineering to resolve the issue. You will be kept informed of the status of the issue, the planned target date of the fix to remediate the problem, and anything else that you should know about the progress of your issue.
  4. Once your problem has been resolved, a TrustCloud customer support engineer will contact you via the ticket to confirm that the problem has been solved. In most cases, the ticket will be closed once it is solved. If you find that the problem still exists after you have been notified of the fix, simply respond to the email that was sent. This will reopen the ticket, and the team will continue to help you determine what went wrong.

If you encounter a new problem after the initial problem has been solved, then please open a new ticket to represent that issue.

The following screenshot shows a sample of opening a ticket.

support ticket

If you have any further queries or questions, post them in the GRC Q & A and get them answered by experts!

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