Instructions on how to submit support tickets to our Support team and the types of categorization we typically use. This article includes best practices.
Submitting a New Ticket
1. Partner (you) evaluates the need internally and submits to the ticketing system. This is either via the help center (here) or by emailing the support email.
2. Partner can specify what classification they believe the request falls into. This should be reasonable, and can always be altered by the Support team. Please note the requirements for Urgent status, noted below.
3. Upon receipt of the ticket, submissions will be reviewed by DevHub and evaluated for proper categorization. Tickets with no classification supplied by Partner will be categorized by DevHub team.
Best Practices
Our Support team is not always familiar with every individual partnership or setup. To help assist you further, providing as much information as possible up front will help us to quickly diagnose.
Here are some examples of good items/questions to keep in mind when submitting a request:
- Is this an issue, a question, or a feature request?
- If this is an issue, what are the steps that led you to discover this?
- Include a copied & pasted URL of the page you are on, if possible.
- Include the DevHub Builder URL associated with this account, if possible.
- Include a screenshot if possible.
- Include the partner, customer, or brand name.
- Is this happening to a specific site/workflow, or across all?
- Is this happening for just you or have other individuals also experienced this?
Ticket Classification Categories
Below are details on the types of support related tickets that we see from our customers. You can use this as a guide to determine what classification and priority level your inquiry falls under.
- Error Correction (Urgent)
- Error Correction
- Troubleshooting Request
- Configuration Change
- Question / Inquiry
- Change Order / New Feature Request
Error Correction (Urgent)
This category includes Urgent priority issues with core functionality or platform outages. It is considered the 911 category and reserved for emergencies.
- System-level outages or errors affecting the loading of multiple site URLs within the project
- System-level outages or errors affecting access to the DevHub dashboard itself for multiple users
These tickets should be submitted with the priority: URGENT
You can also submit an Urgent priority level ticket via email by including the word Urgent in the subject line.
Note: DO NOT use the word "Urgent" in your verbiage unless you explicitly wish to "call 911", AND it falls under the required classifications above. This category notifies our team at all times and is reserved emergencies only.
Failure to comply repeatedly may result in your email being unable to submit future report requests.
Error Correction
Priority issues with core functionality or platform outages
- Isolated Single Customer, Site, Domain, Proxy or Module errors or outages on published products
- Bugs or error messages within the Dashboard or Site Builder that do not allow you to load, save or configure existing or new products
Troubleshooting Request
Investigation or assistance in resolving issues experienced by Partner within DevHub products. After initial investigation, the request may be resolved/closed or moved to Error Correction, Change Order, or Question / Inquiry classifications.
- Assistance in checking and testing individual product configurations to determine if there is a bug
- Requests for standard exports of data from the system (contact logs, active site lists, etc.) to help your team evaluate billing or support issues
- Checking to see why a form is not delivering emails to a customer
Configuration Change / Template Change
Configuration of existing DevHub features not requiring coding changes or deployment, if the user cannot perform these actions themselves via our platform.
- Global Header code added to all sites
- Enabling a new plugin that was not previously available
- User and group permission additions or changes
- Adding a new template to the “Add Site” dropdown
Question / Inquiry
Question and answer messages only, requiring no updates completed by the DevHub team.
- General questions that do not fall within other categories
- Asking if we support a certain feature or functionality
- Question about how to add a module to a page within the CMS
- Question about adding image replacement to a Proxy
- Question on where to put a tracking code or call tracking code
In general, we ask that contract or SOW-related questions or inquiries are directed to your Customer Success manager on the DevHub team. If you don't know who your customer success contact person is, feel free to submit a ticket and we will respond via email.
Change Order / New Feature Request
Tickets and requests requiring additional platform development, customization, or coding to support.
Depending on the Partner contract with DevHub and extent of the change, a Work Order might be implemented at the cost of the Partner which will need to be agreed upon prior to development starting.
- Custom template design, mockups or production of themes by the DevHub team
- Configuration of new features or fields on your Google Sheet integration
- Adding custom filters to support proxying of specific platforms or one-off sites not possible with the current toolset
- Adding support for a 3rd party widget in the Site Builder
- Adding a new module option or theme control
- Custom integrations of 3rd party tools or APIs
If you know that your ticket is part of a standard customization process already defined by you and your customer success contact, you can submit these requests as tickets to be treated with a normal priority. For all other inquires related to change orders and customizations, please contact your Customer Success manager on the DevHub team to discuss pricing and Work Order creation. If you don't know who your customer success contact person is, feel free to submit a ticket and we will respond via email.