Creating a new support ticket with the WeGuide Support team

This is a guide outlining how to create a support ticket with the WeGuide Support team. 

If you have any issues, bugs, or product queries you will need to go through the WeGuide Support Portal, located here.

Contents:

Submitting a ticket for a Bug or Issue

• Step 1: Submit a ticket
• Step 2: Checking Ticket status
  
  

Submitting a ticket for a Bug or Issue

If users encounter any issues/questions on production, Click on WeGuide Service Desk via this link. 

To create a new support ticket, click the New Support Ticket button.

Step 1: Submit a ticket

• Fill in the Mandatory fields in the Ticket's section as shown below and click on Submit.

Fields Description:

1. Your company email -  Please use your company email address. 

2. Brief Summary of Error or Request - Please provide a brief description of the issue, this is a title for your issue. 

3. Detailed description of Error or Request (Please attach a screenshot or video where possible) - Outline the problem and include any supporting documents or screenshots. Please provide as many details as possible. The more detail you provide, the better our ability to provide support. 

4. Please select what your Error or Request is - Categorise the error by selecting the appropriate option from the dropdown menu. The three options are

• Admin portal - this relates to the WeGuide Administration portal, which is used to create programs, surveys and manage Participants. 

• WeGuide App - this refers to the application that Participants use to complete engagements and surveys, ie the WeGuide Native App or PWA
  
  
• Suggestion or Change request - Use this section to submit a product request or suggestion.

5. Occurrence:  This section is to determine how often an error occurs. (If you have selected Suggestion or Change Request for above section, you can choose N/A.)

6.Impact: This section indicates what level of business this issue has impacted.

Step 2: Checking Ticket status

You can track your ticket status by clicking on the Ticket tab.

Below are the statuses you can see for your "Ticket Status":

1. OPEN - When Ticket is logged in the support portal
2. Being Processed - The ticket is in Progress with the  WeGuide support team.
3. Resolved - Ticket is Resolved and it’s waiting for deployment.
4. Closed - Fix is deployed in production 

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