In order for our Support team to best help you, we depend on you to help us by including useful information in your initial request. This article is a brief introduction on how to easily and efficiently submit a useful support ticket.
We will present to you some recommendations in terms of initial details, language, and next responses. Our expected outcome is to reduce the back and forth and to reach a faster ticket resolution.
The term “support ticket” describes the interaction between you, as a broadcaster, and the Live365 support representatives. A ticket is what allows us to document, investigate, update, and hopefully resolve requests and issues that our community of broadcasters might experience.
On Live365 creating a support ticket consists of either:
- Sending an email to firstname.lastname@example.org using your favorite e-mail client.
- Submitting the details via our help portal: New Support Ticket
Once the ticket has been submitted, you will receive a confirmation e-mail that indicates that the ticket has been captured and received in our system.
When submitting a new ticket, there are several recommendations that will help you to receive a faster resolution time
Be detailed and specific in your report
Details are very important when trying to debug an issue, bug or report. Typically, the more information you can include in the initial ticket, the faster and easier it will be to troubleshoot.
Here’s some common information to consider including in your ticket:
- What is your station name and associated e-mail address? (in case you are not e-mailing us from the address you've used to sign up with Live365).
- What were the exact steps you performed to generate the issue?
- What time, date and time zone did you run into the issue? Time zone comes in handy if you are reporting issues related to scheduled events, disconnections/buffering, and basically anything that would require checking the logs to find out the root cause of the issue.
- What URL, player or tab were you on when the issue occurred?
Send us your system environmental details
Some issues can be related to or caused by a specific hardware device, OS distribution or web browser. After you submit a new bug report ticket, the support reps will attempt to reproduce the issue before further escalations. If the issue can't be reproduced on the agent's system, it's very important for our team to have the details about your Operating system (including version), web browser (including version) and the type of device (mobile phone, tablet, desktop, laptop).
A great resource to use when trying to determine your system's information is https://www.whatsmybrowser.org/. This site will provide high-level information about the web browser being used as well as some information about the computer’s operating system. It even supplies a link for the support team to review your exact configuration.
List any actions you've already tried to resolve the issue
Another key step in the ticket reporting process is to tell the support staff what, if anything, you attempted to do to correct the issue. This may include actions such as closing your web browser, restarting your computer, pressing the stop/play button, re-scheduling an event, etc. By detailing what actions you have performed, it can help prevent any redundant suggestions (such as asking you to restart the encoder when this had already been tried). Again, help us to help you! Tell us what you have already tried, please.
Attach any available screen captures or audio recordings from your station
One of the best ways to convey the issue you’re having is to take a screenshot of it. This can provide important information to the support team, such as the exact error message, some context on what’s going on with the station and an idea of the exact step of where the issue occurred.
We created short help articles that will walk you through the process of taking and sharing screenshots:
An additional added benefit of being detailed with your ticket is that you sometimes discover your problem just as you’re typing your message to us. If you haven't discovered the cause or had any troubleshooting inspirations after following this guide, we are available to assist you at any time.