Support Ticket Forms - Customer Portal

The Customer Portal is a system that makes it easier and quicker for our clients to report issues. By providing all the necessary information from the start, it helps us investigate faster by reducing the need for back-and-forth communication.

This article provides detailed instructions on how to use support ticket forms to report issues related to the Grip Dashboard, Mobile App, and Web Networking Platform. It covers comprehensive descriptions of each form, step-by-step guidance for raising a ticket, and explanations of the fields associated with each form.

🏠  What is the Customer Portal?

👋  Onboarding Process

✅ Customer Portal: Registration and Sign-in

📓 How to raise a ticket 

📋 Ticket form types

🔖  Report a problem with the Grip Dashboard

⚙️  Report a problem with the Mobile App

🔗  Report a problem with the Web Networking Platform

✉️ Ticket statuses

FAQs

✅ Customer Portal: Registration and Sign-in

To submit tickets as a team, you will need to register first. This is a simple process that requires providing your name and work email address. After completing the registration, you'll gain access to the Customer Portal, allowing your team to receive support collectively.

Registration and Sign-in

Please follow the instructions below to register and get started with our service.

1. Visit our Customer Portal and click on the "Sign in" button located at the top right corner of the page.
2. Click on the "Register here" link to create a new account. 
3. Fill in the required fields with your work email address and create a password.
4. Click on the "Save Password" button to complete the registration process.
5. Check your email inbox for a verification message from us.
6. Open the verification message and click on the link provided to verify your email address.
7. Once you have verified your email address, return to our Customer Portal and sign in with your email address and password.

Once you have signed in, you will be able to access our support and receive assistance from our team. If you have any questions or issues during the sign-up process, please don't hesitate to contact us for assistance.

Track your organization's ticket requests

• Sign in with your work email.
• Click the 'View' dropdown menu.
• Select "Organization Tickets" from the dropdown to view all the requests within your organization.
• If you want to see more details about a specific request, click on the title of that request.

 

📓 How to raise a ticket

If you come across any problems while using our platforms (dashboard, mobile app, web), simply log in to your Customer Portal and click on 'Request a Support Ticket' in the top right-hand corner. 

 

📋 Ticket form types

🔺 Report a problem with the Grip Dashboard - If you encounter any technical issues within the Grip Dashboard, please report them by filling out this form.

🔺Report a problem with the Mobile App - If you notice any technical issues within the Mobile Application, please report them using this form.

🔺Report a problem with the Web Networking Platform - If you notice any technical issues within the Web Networking Platform, please report them using this form.

 

🔖  Report a problem with the Grip Dashboard

• Issue Title

  The Issue Title is a concise overview of a full issue. It should be as precise as possible so that the issue can be understood just by looking at the title.

• Application ID

  App ID (or App IDs if more than one app is affected.)

• Event ID

  Correct Event ID (if more apps and events are affected, App ID and Event ID order should be aligned! E.g. Apps 160; 541 Events 2559;4623)

• Language

  Which languages are in use? Especially important to know if the issue is related to language issues.

• Web Browser

  A web browser is an application for accessing the platform. Specifying what browser the issue affects helps us to see if the issue is specifically browser-related. Some examples include Chrome 64, Firefox 57, Safari 11.0.2, Internet Explorer 11, etc. 

• Description
  

  Please provide us with as many relevant details as possible. If possible, please also advise if the issue can be replicated on different platforms (e.g. if the issue occurs on the web, have you been able to replicate it on mobile apps and vice versa).

  Here are a few steps to structure your description:

  • Where is the issue happening?
  • What exactly is happening? What is the expected behavior of the feature?
  • How can the issue be triggered? What actions lead to the misbehavior?
  • Have you checked the configuration on the app/event level?
  • Have you tested it on any other app/event (if so, which one?)?
  • How was the data imported (if the issue relates to data, such as CPFs, sessions, profile information)?
  • Who is affected? What are the data types? Are individual accounts impacted?
  • Is this a cloned event? If so, please provide the event ID from which it was cloned.

  The faster we can see and recreate the issue on our end, the faster we can start investigating.

• Reproduction Steps

  Providing detailed steps on how to replicate the issue helps us to reproduce it on our end. This way, we can see exactly what you see and determine if the issue behaves differently on our system.

• Urgency - Risk Matrix

  • The platform is open to participants

  • The event is currently happening

  • Launching Soon - Potential launch blocker 

• Attachments
  

  Please attach any supporting files, screenshots, or recordings that are relevant to the issue. Video recordings are preferable. Ensure that your video and screenshots show the full screen and the entire process, not just a portion of it. Your attachments should correspond to the description and reproduction steps.

  Note that there is a mandatory checkbox field for attachments. If you choose not to attach any files but do not tick this field, the ticket will not be submitted.

 

⚙️  Report a problem with the Mobile App

• Issue Title

  The Issue Title is a concise overview of a full issue. It should be as precise as possible so that the issue can be understood just by looking at the title.

• Application ID

  App ID (or App IDs if more than one app is affected.)

• Event ID

  Event ID (if more apps and events are affected, App ID and Event ID order should be aligned! E.g. Apps 160; 541 Events 2559;4623)

• Language

  Which languages are in use? Especially important to know if the issue is related to language issues.

• Test Account Email & Password

  Please provide the credentials to the support team so they can replicate and test the issue experienced by the user. Ensure that the account added is active during the event, and in case of any changes (account deletion, suspension, etc.), please update with the new one.

• Mobile Platform

  Specifying the operating system (OS) platform of your device can help us determine if the issue is specific to iOS, Android, or both. If the issue affects both platforms, please select "Both" from the drop-down menu and provide details for both platforms in the steps below.

• Mobile Device Make and Model

  Specifying the device model where the issue is present helps us determine if the issue is specific to that device. Not all devices work in the same manner, and some "issues" may be unique to a particular device.

• OS version

  Specifying the operating system (OS) version helps us investigate whether the issue is related to a specific OS. An operating system is the software that runs on your device. Examples include Windows 10, macOS Sierra 10.12.6, Android 7.0, and iOS 11.2.2. 

  Here's how to locate the OS version on your mobile device:

  • iOS: Go to Settings → General → See OS details.
  • Android: Go to Settings → About Phone → See OS details.

  Note 

  1. The minimum supported version is Android Oreo 8.
  2. The minimum supported version is iOS 14.

• APP Version

  Please always include the version of the app on which you are experiencing the issue. Developers can determine if the issue is valid or if the app version is outdated and a new version is required for some functions to work properly. To locate the app version, click on ‘More’ on the app and scroll to the bottom.

  If the issue is on the mobile Web view, please determine the browser version using the following steps:

  • On iOS for Safari, go to Settings > General > Software Update. Your iOS version and Safari version are the same. (Example: iOS 16 = Safari 16)
  • On iOS for Chrome, open Chrome > click on three dots in the bottom right corner > Find settings > scroll to the bottom > click on Google Chrome > on the new page you will be able to see Chrome version (Example: Version 107.0.5304.66)
  • On Android, go to Settings on your device > Applications > Locate Chrome > scroll to the bottom and check the version (Example: Version 107.0.5304.66) or open the app on Play Store and check the version history.

• Description

  Please provide us with as many relevant details as possible. If possible, please also advise if the issue can be replicated on different platforms (e.g. if the issue occurs on the web, have you been able to replicate it on mobile apps and vice versa).

  Here are a few steps to structure your description:

  • Where is the issue happening?
  • What exactly is happening? What is the expected behavior of the feature?
  • How can the issue be triggered? What actions lead to the misbehavior?
  • Have you checked the configuration on the app/event level?
  • Have you tested it on any other app/event (if so, which one?)?
  • How was the data imported (if the issue relates to data, such as CPFs, sessions, profile information)?
  • Who is affected? What are the data types? Are individual accounts impacted?
  • Is this a cloned event? If so, please provide the event ID from which it was cloned.

  The faster we can see and recreate the issue on our end, the faster we can start investigating.

• Reproduction Steps

  Providing detailed steps on how to replicate the issue helps us to reproduce it on our end. This way, we can see exactly what you see and determine if the issue behaves differently on our system.

• Urgency - Risk Matrix

  • • The platform is open to participants

    • The event is currently happening

    • Launching Soon - Potential launch blocker 

• Attachments

  Please attach any supporting files, screenshots, or recordings that are relevant to the issue. Video recordings are preferable. Ensure that your video and screenshots show the full screen and the entire process, not just a portion of it. Your attachments should correspond to the description and reproduction steps.

  Note that there is a mandatory checkbox field for attachments. If you choose not to attach any files but do not tick this field, the ticket will not be submitted.

   

 

🔗  Report a problem with the Web Networking Platform

• Issue Title

  The Issue Title is a concise overview of a full issue. It should be as precise as possible so that the issue can be understood just by looking at the title.

• Application ID

  App ID (or App IDs if more than one app is affected.)

• Event ID

  Event ID (if more apps and events are affected, App ID and Event ID order should be aligned! E.g. Apps 160; 541 Events 2559;4623)

• Language

  Which languages are in use on the app/platform? Particularly important to know if the issue is related to language issues.

• Test Account Email & Password

  Please provide the credentials to the support team so they can replicate and test the issue experienced by the user. Ensure that the account added is active during the event, and in case of any changes (account deletion, suspension, etc.), please update with the new one.

• Web Browser

  A web browser is an application for accessing the platform. Specifying what browser the issue affects helps us to see if the issue is specifically browser-related. Some examples include Chrome 64, Firefox 57, Safari 11.0.2, Internet Explorer 11, etc. 

• Description

  Please provide us with as many relevant details as possible. If possible, please also advise if the issue can be replicated on different platforms (e.g. if the issue occurs on the web, have you been able to replicate it on mobile apps and vice versa).

  Here are a few steps to structure your description:

  • Where is the issue happening?
  • What exactly is happening? What is the expected behavior of the feature?
  • How can the issue be triggered? What actions lead to the misbehavior?
  • Have you checked the configuration on the app/event level?
  • Have you tested it on any other app/event (if so, which one?)?
  • How was the data imported (if the issue relates to data, such as CPFs, sessions, profile information)?
  • Who is affected? What are the data types? Are individual accounts impacted?
  • Is this a cloned event? If so, please provide the event ID from which it was cloned.

  The faster we can see and recreate the issue on our end, the faster we can start investigating.

• Reproduction Steps

  By adding detailed steps on how to replicate the issue you help us to get to the issue the same way as you have. We need to see what you see, in case the issue behaves differently on our end.

• Urgency - Risk Matrix

  • The platform is open to participants

  • The event is currently happening

  • Launching Soon - Potential launch blocker 

• Attachments

  Please attach any supporting files, screenshots, or recordings that are relevant to the issue. Video recordings are preferable. Ensure that your video and screenshots show the full screen and the entire process, not just a portion of it. Your attachments should correspond to the description and reproduction steps.

  Note that there is a mandatory checkbox field for attachments. If you choose not to attach any files but do not tick this field, the ticket will not be submitted.

   

✉️ Ticket statuses

To help you understand the different stages of a support ticket, we have provided the following list of common ticket statuses and their meanings:

• Open - New: We have received your request and are reviewing it to determine who should be assigned to resolve it.

• Open - Awaiting Customer Response: The Support Specialist has a question for you and is waiting for your response. Your request will remain in this status until you provide the information needed to continue resolving the issue.

• Open - In Progress with Grip: Your request is awaiting a response from either you or someone from our team before we can proceed with resolving the issue.

• Closed: The Support Specialist has resolved your issue and your request has been marked as complete. If you feel that the issue is not resolved, you can reply to the ticket notification to reopen it.

 

FAQs

Q: Can I add more team members to the Customer Portal later?

• A: Yes, you can add or remove team members at any time through your organization’s Customer Portal. Once added, they will be able to see all tickets raised by your organization.

Q: What happens if a team member is linked to two companies?

Q: Will support tickets sent via email appear in the Customer Portal?

• A: Yes, all support tickets linked to team members from the organisation will show up on Customer Portal. However we strongly advise that everyone uses Customer Portal to submit tickets to make sure we have information needed to proceed with investigation from the get go.

Q: How can I update or edit a ticket after it’s been submitted?

• A: You can update or edit a ticket by signing in to the Customer Portal, selecting the relevant ticket, and adding your comments or additional information in the provided fields. Any updates you make will be sent to our support team immediately.

Q: How do I know when my issue has been resolved?

• A: You’ll receive an email notification once your issue has been resolved. The ticket status will also change to "Closed" in the Customer Portal. If you believe the issue is not fully resolved, you can reopen the ticket by replying to the notification.

Q: Can I raise multiple tickets for different issues at the same time?

• A: Yes, you can submit multiple tickets for different issues. Each ticket will be tracked separately, allowing our support team to address each issue individually.

Q: What should I do if I forget my Customer Portal password?

• A: If you forget your password, click on the "Forgot Password" link on the Customer Portal sign-in page. Follow the instructions to reset your password. You’ll receive an email with a link to create a new password.

Q: Can I prioritize my tickets based on urgency?

• A: Yes, when submitting a ticket, you can indicate the urgency level using the Urgency - Risk Matrix. This helps our team prioritize and respond to your most critical issues first.

Q: How do I attach files to my support ticket?

• A: During the ticket submission process, there is an option to upload attachments. Click the "Attach Files" button and select the files from your device. Remember to ensure that the attachments are relevant and clearly show the issue you’re reporting.