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How to Submit a Support Ticket

Overview

QASymphony offers two ways to log a support ticket. The recommended method is to visit the support website, create/log into the website, and submit a ticket within the system. We’ll discuss the benefits of doing this method later in the document. 

The second method is to send an email to support@qasymphony.com with the details mentioned later in this document. If using this method, it’s recommended to use your company email address and not one from a 3rd party vendor such as Gmail, Yahoo, or Hotmail. This will either cause a delayed response or, your email will most likely be sent to a spam filter and not seen when the support website processes the request.  

QASymphony Support Website

The support website can be located by either clicking the Support link on the main QASymphony website (https://www.qasymphony.com/) or visiting the following link directly: https://support.qasymphony.com/.

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Support Website Account

As mentioned previously, we suggest creating an account on the support website to submit tickets. To do so, follow these steps:

  1. Select the Sign In icon on the top right corner of the support website.

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  2. Two sections display: Sign In and Registration. Select Registration to create a new account.

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Your existing qTest Manager login does not work with the support website. We recommend that you use your company email address when registering for the support website. Once the account is created and you’re signed in, you will see a difference with the top right corner panel. Now you will see your name that will be clickable. At this point, you can either begin with submitting a ticket, or you may click your name and select one of the two following options.

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My Activities

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When you select the My Activities link, you will be taken to the "Requests - My requests" page by default. You may also select Requests I’m CC’d on to see a list of all tickets where you’re copied on a ticket. The Organization requests link shown in the screenshot is not activated by default. To gain access to this function, you must reach out to your Customer Success Manager at QASymphony. If you have access to it, you’ll be able to see all the tickets that have been submitted by your organization. Below is what each page will display and a breakdown of each section:

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Id: Each ticket will have a unique id number. This is what you can give to your Success Manager or Customer Support Representative that will help give quick access to a ticket.

Subject: Brief description of the ticket. This is clickable to view the ticket.

Created: The date the ticket was created.

Last Activity: The last time an update was posted to the ticket.

Status: Please see the following list:

  • Open: The ticket is currently active and being worked.
  • Awaiting your reply: There is either a request for more information, or the support representative is asking for confirmation that the issue is resolved.
  • Solved: The ticket has been marked as solved by one of the following:
    • A support representative marked the ticket solved.
    • Ticket submitter marked the ticket solved.
    • The ticket sat in the Awaiting your reply for seven days without a response.

Note: Replying to a solved ticket with either reopen the ticket or generate a new ticket (concerning the original ticket) depending on how long ago the ticket was marked solved.

Submitting A Ticket

To submit a ticket, locate the Submit A Ticket icon on the top right corner and select it.
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Fill out the following fields:

  • CC: You may use this to share the ticket with others within your company by adding their email address.
  • Subject: A brief description of the issue.
  • Description: Use this field to detail the issue as in-depth as possible. If you’re encountering an error screen or a bug, please include steps to recreate the issue.
  • Product: Select the QAS product that you’re referring to in the ticket.
  • What are you writing us about? Please select from the dropdown the appropriate option for your ticket. You’ll have options like Technical Issue, Question, Documentation, etc.
  • qTest URL: Please copy & paste the exact URL of the page you’re on if applicable.
  • Attachments: Much like email you may attach some things such as screenshots and short videos along with other items that help display the issue or question within the ticket up to a 20MB limit. If you would like to share attachments that are larger, please let the support team know in the ticket. We have other options such as Google Drive and SFTP that can be used.
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Select Submit once you’ve finished filling in the fields.

Below is an example of what a submitted ticket looks like:

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A brief overview of each section of the ticket:

  • The Comment section is where you may add additional email addresses to the ticket as well as respond to a support representative or add additional details. Please take note of the Add file function. It works the same as the attachment option previously mentioned in the ticket submission process. Also, there is a checkbox called Please consider this request solved that will allow you to mark the ticket solved.
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  • The box to the right of the screen gives you a high-level overview of the ticket as well as the ability to submit another ticket.
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  • Here’s an example of an email you will receive once the ticket has been submitted. If you click reply, you’re now given the ability to respond to a ticket straight from your inbox
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