Occasionally a ticket will not resolve however you work it. There is a reporting form for exactly that.

Submitting the report gives up the ticket. It is closed and removed from your queue, and you cannot go back to it. That is intended, since the form exists for tickets you cannot finish, but it does mean this is not a “flag it and carry on” action. Be sure before you submit.

Before you use it, please check your solution once more. The form says so itself: This is for bugged tickets only. Most reports turn out to be incorrect troubleshooting steps, not actual bugs. Please double-check your solution before submitting. The hint panel and Past Tickets are both faster ways to find out you missed a step.

Send a report

  1. Open the ticket.
  2. Open the options menu on the ticket and choose to report it. A dialog opens titled Report a Bug, with the ticket id and title shown so you can confirm you have the right one.
  3. Under Step, pick where you were when it went wrong. The dropdown placeholder is Select a step… and the options are:
    • Reading the ticket
    • Chatting on Company Chat
    • Using Directory
    • Using Remote Desktop
    • Using Server Room
    • Checking Documentation
    • On a voice call
    • Resolving / closing ticket
    • Other
  4. Fill in What happened?
  5. Fill in Expected behavior and Error messages if you have them.
  6. Select Submit Report.

Submit Report stays disabled until you have chosen a step and written at least 10 characters describing what happened.

Once you submit, the ticket is abandoned and leaves your queue.

You will probably not get a reply

The form states this up front: (We usually don’t reply to bug reports, but our developers read every one and fix what’s broken.) That is not a brush-off, it is accurate. Reports are read and clustered by ticket type, so several reports about the same ticket are the strongest signal we get.

If you need an actual answer, use Support & Feedback in the profile menu and pick the Support category, which points you at email. See Contact support or report a bug.

What to write

The most useful reports name the exact action that did not take effect. “Reset the password in Directory, told the user in Company Chat, the ticket still says the password step is outstanding” is worth far more than “ticket is broken”.