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Customer Forum

What is the best way to raise a support case?

Workbooks Support Posted: 2015-06-09 09:34

At Workbooks we operate using a system of Authorised Support Contacts. Typically these are individuals within your Organisation who have had some kind of formal Workbooks training or are a System Administrator. Whether you are a Workbooks User reporting an issue to your Authorised Support Contact, or an Authorised Support Contact sending a query to the support desk at Workbooks, a well-structured description of your issue is the best first step to take when trying to resolve your query.

At Workbooks we aim to provide fast and accurate responses to all support cases that you may have, and by answering the following questions as best you can we should be well prepared to progress your enquiry:              

1. What is the situation?

Providing us with detailed information in this area means we can go about replicating and investigating your case as quickly as possible.

If you are sending your case in via email or our web form, then giving a descriptive, accurate subject to the case gives us a fantastic jumping off point.

Some questions you can try to answer to help us get a better picture of the issue are as follows:

  • How many users is it affecting?
  • Which user account had the issue?
  • Which database was the issue occurring on?
  • Which browser are you using?
  • Was it working before?
  • What were the exact steps taken to create the issue?
  • When did the issue occur?

Providing us with the exception reference, or a screenshot of the issue at hand will mean we have a clearer picture of what's going on.

2. What are the implications for you as an organisation?

Giving us information in this area means that we can appropriately prioritise your issue. If you make it clear that your problem is stopping you or other users from doing your job then we will do our utmost to get you back up and running as fast as possible.