Open Social Support Portal
We utilise Freshdesk as our support portal.
How to sign up ?
Save the Support Portal link: https://support.getopensocial.com/support/home
Sign up as a new user and inform you CSM.
After you've completed your registration, you'll be able to submit, view, and check the status of your tickets.
How to submit a ticket?
When submitting a ticket, you'll notice that assigning a type to your ticket is no longer available. This will be done by Open Social's Support Team moving forward to maintain a consistent approach. Additionally, critical tickets will now be labeled as 'Urgent'.
What should the ticket include?
When reporting an issue, please write a clear description so our support engineers and teams can work towards a quick resolution.
A ticket report should include:
1. Description: it should be clear and thoroughly described.
2. Steps to reproduce: it should state who is logged in, with what account & role, and what steps you took for this to be result.
3. Expected result: what you expect the solution to be
4. Screenshots or recordings when applicable: please take images or videos of the behaviour, this is the quickest way for us to see what the issue is you are experiencing.
5. Priority: Add the correct priority to the issue, so know which issue needs to be addressed first.
How do you know what Priority to choose?
Low: Issues that don't cause an immediate impact but would need to be addressed in the long term. Examples: spelling mistakes and feature requests.
Medium: Issues that affect non essential functionalities and can be resolved with a workaround or any short-term solution. Issues that affect essential functionalities and to which there is a user friendly workaround.
Example: hovering in tooltips doesn't work; crossposting not working.
High: Issues that affect essential functionalities and to which there is no workaround. Users can still access the platform.
Examples: email notifications not working properly; users are not able to create an event.
Urgent: Severe outage and issues that prevent users from login.
Exception: there is an event scheduled and the event functionality is returning an error or not working properly.
Please follow this reporting structure so we can find and solve the bug in a timely manner.
Where to view my organizations ticket status?
After submitting a ticket, you'll be able to view your open tickets, add any people who need to be up-to-date, and see any updates. You can also add a satisfaction rating and share your feedback for the support agents.
You also have the option to export your tickets to have a clear overview of all of them.
If you miss anything, or if you have any feedback or questions about the flow, don't hesitate to share it by sending an email to [email protected] or to your Customer Success Manager.