What to include in your support ticket

The support workflow in TrustCloud ensures that customer inquiries and issues are resolved promptly, accurately, and professionally, enhancing user trust and satisfaction.

To help the support team diagnose and resolve issues efficiently, it is important to include as much relevant information as possible when opening a support ticket. Ideally, provide the following details:

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 support 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 misbehavior.
      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 support 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 submit a support ticket, the TrustCloud support team will manage and track your request through the resolution process.

1. Ticket Confirmation
   You will receive an auto-generated email with a ticket ID number to track progress.
2. Initial Response Time
   1. Standard tickets: Response within 4 hours.
   2. Critical tickets: Response within 2 hours.
   3. A support engineer will personally acknowledge the issue and request any necessary clarifications.
3. Ticket Updates and Communication
   1. Any updates to your support ticket will be sent via email.
   2. You can log in to the TrustCloud Support Portal at support.trustcloud.ai to:
      1. View your ticket’s status.
      2. Add updates using a public or private note (public notes are recommended for better tracking).
   3. Engineers may request additional information during the investigation.
4. Issue Resolution
   1. If the issue is identified as a product defect (e.g., bug, incorrect information), the TrustCloud Engineering team will be involved.
   2. You will receive updates about:
      1. The status of the issue.
      2. The estimated resolution timeline.
      3. Any other relevant progress details.
5. Ticket Closure
   1. Once resolved, a TrustCloud support engineer will confirm that the issue has been fixed.
   2. If the issue persists, reply to the resolution email to reopen the ticket.
   3. For new issues, submit a new support ticket instead of reopening an old one.

This structured process ensures efficient issue resolution and clear communication throughout.

The following screenshot shows a sample of opening a ticket.

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