Getting Help and Support from Action Apps

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

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.

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

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