In order to improve the efficiency of the Zendesk ticketing process, it is recommended that the requesters (those raising the tickets) give us as much relevant information as possible when raising a support ticket.

This helps significantly with the investigation process by reducing the time spent going back and forth asking for more details on the issue - which means we can resolve the problem sooner! 

Verified Zendesk User/Communication: Due to security hardening and wanting to protect your data, we can only process requests made by verified Zendesk account holders. 

Browser/Operating System: Please ensure correct browser information is included for the user - this can help identify resolutions quickly.

Ticket Subject/Heading: Please provide wording relevant to the ticket.

One Topic Per Ticket: This helps us effectively track tickets.  Please keep each issue/topic as its’ own ticket.

Content: Please provide as much relevant information as possible in your initial submittal.  Please provide any names involved and/or Incident/RA/Audit #’s you may be referring to.

Full Names Need To Be Provided: Please provide full names of affected individuals (please use the name in Ideagen EHS (Orion) and not a nickname).                                                       

Error messages: Please provide error codes as soon as they occur - Error Message help guide available on Zendesk.

URL: Please provide page URL being discussed.

Email threads: Please include only email thread conversation segments that are relevant to the ticket. 

Screenshots/Recordings: Please provide a screenshot of the full page so we will have all the information (Date, Browser, Application).

Attachments: All files attached should only include information relevant to that ticket. 

Duplicate tickets: If a duplicate ticket is raised, we will close one of them as it can cause confusion and delay.

Update tickets: Please refrain from raising a new ticket for an update on an existing ticket.  If you would like an update on a ticket, please use the existing ticket to contact us.

Follow Up Tickets: Please create follow up tickets concerning matters relevant to that ticket only. Please do not raise a follow up ticket, if the issue is not concerning that ticket – we have had tickets reopened with a different issue than the original ticket.  All issues should be raised in separate tickets.  Multiple issues in tickets will cause a delay in resolution time.

Upgrade Confirmation: Once we are able to confirm through testing that an issue will be fixed in the next upgrade, we will put the ticket on hold until the upgrade takes place.

Feel free to contact us with any questions you may have when submitting a ticket.