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Getting Help and Support from Action Apps

Support Channels

You can open a support ticket with us in the following ways:


  • Self-service on the Support Portal
  • Send us an email
  • call your Action Apps contact and they will raise a ticket for you*


*please only use this channel for Urgent tickets

Support Portal

What do include in your ticket

To enable us to provide you with a fastest resolution possible, it would be most helpful if you could provide us:


  • a description of the issue, including what behaviour was expected vs what behaviour was seen
  • what operations/actions are taken to generate the issue
  • any error messages shown (where possible, expanding any "more details" options (if shown)
  • the impact this is having to the business


We may ask for further information as part of our diagnostic process (for example the usernames of those impacted, the operating systems/browser versions and/or mobile device details), and we may request a screen sharing session to review the incident.

Priority

We have 4 levels of priority:

  • Urgent - this is for critical incidents where multiple users (or the entire business) is unable to function due to the incident
  • High - for important incidents where business is impacted but can still function
  • Medium - for incidents where a small number of users are lightly impacted
  • Low - for a "how do I?" request

Status

Your ticket will be assigned a status as it progresses, this describes what the different status codes mean:

  • Open - your ticket is being worked on
  • Pending - we are waiting on a response from you
  • Resolved - we have resolved the ticket are waiting for closure
  • Closed - the ticket has been closed

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