In this article we will give tips that can be consulted while opening a ticket for our team. With them you can optimize your service time and get much faster response, helping us to better understand your demands and provide a greater speed in client service.
In this article you will find:
- How to register in the Tool;
- How to open a ticket;
- Crucial tips that will assist in the agility of your service.
Accessing the Tool
To open a ticket, just access the following link https://sensedia.zendesk.com/ and click on the Sign in button to login, as shown in the image below:
The login screen will opened, where you can use the credentials (email and password) to access Zendesk. If you don't have access yet, just create a registration by clicking on the sign up button, as indicated by the arrow in the image below:
After that, a screen similar to the image below will be displayed, where you will enter your name and e-mail and then just click on the Sign up button:
Once your registration has been successfully completed, you will need to set a password. For this, you will receive an email containing a link as shown in the image below, if you do not find it, check your spam box.
When you click on the link, a screen will open for you to set your password.
After setting the password and logging in, you can open tickets to our support team.
Opening a Ticket
Now that you are ready to open your ticket, we will show you how to do it, as well as suggest some information that can be inserted in the opening of the ticket so that our analysis will be faster and more assertive.
To open a ticket, you must click on the Submit a request button that is present at the top right of the Zendesk home screen:
After that, you must select the desired product option:
After selecting this option, we will actually create the ticket that will be forwarded to the support team. By default, as the image bellow, the ticket will be filled with cc (optional), subject and description.
Subject: Basically, it is the title of the call. If possible, try to be objective and intuitive in writing the title.
CC: These are the accounts that are being copied. Therefore, all emails that are registered in this field will have visibility of the iterations and the entire ticket history via Zendesk and email.
Description: This is the main field of the ticket, in it must be inserted all possible information about the demand, as well as it must contain an explanation of the scenario and the step by step to reproduce it.
Note: See that we have a red arrow indicating an additional field in the image bellow, through which we can send images, documents and other attachments. To do this, just click add file and select the desired file.
Then just click on the Submit button and we will receive your request from the support.
How to Optimize Your Service and Ticket Opening
It is important to emphasize that some information are crucial for us to make a better analysis, they are:
- Curl command to simulate a call;
- Call trace links;
- Developer Console Screen Capture;
- Complete error messages from the browser console response (Network tool) (Mozila document)
- Name, ID, API link, plan, APP or the specific part of the manager (environment, access token, connector, etc) regarding your demand;
- Evidences Screenshots;
- A step by step so that we can reproduce your case (recordings are great)!
In cases related to the manager, for example slowness in the manager, errors due to timeout in actions made in the interface, etc. It is important to inform the hour / minute when the action was performed and also send a screenshot of the return from the browser console.
There are cases where the browser return message may be large and therefore may not be displayed completely on the screen. In such cases it is important to copy the message and paste it in the ticket with the image.
To capture these informations, just perform the action update, delete, get, or post with the console enabled. To enable the console, just press the F12 key, see the example below where we made an API update in a test environment.
Note that pressing the F12 key we take the identifier of the request made (signaled by the red arrow). To obtain the information, it is only necessary to open the browser console (F12), go to the network and open the request. So we will have the desired information, see below:
See that we captured the data / message returned in the response window, which is in fact the data that we will need in the vast majority of cases related to the manager.
With these informations, we will be able to perform the first analysis, collect logs more quickly and act with a focus on solving the demand.
In cases related to requests in APIs (calls that did not return the answer and / or expected status code) it is necessary that the trace link (of a call that returned the error) be informed in the ticket body and, if possible, a screenshot of it along with the call's curl command so that we can simulate what happened.
If the API flow has any Oauth authentication, it will also be necessary to send the curl to generate an access token so that we can make the call and simulate the scenario.
Note: If the call has a different method than GET and / or the request flow of this API has an internal call that is different from GET, we need authorization to execute the call in question. This authorization can be inserted in the ticket itself so that it is documented in the ticket history.
A good practice is to have the log interceptor inserted in both: the request flow and the response flow of the API, when it is experiencing some troubleshooting. In this way, we will have the information of the URI, headers and body sent in the request, as well as the data that were returned in the BE response. It is possible to access these Logs through the call trace link.
In both highlighted cases (tickets related to the manager interface and tickets related to calls to APIs) it is very important to send all the data and evidence suggested along, with a description and step by step for simulation, so we can optimize and greatly resolve the your demand!