Support Best Practices

aka best practices to get answers fast when sending support tickets

Introduction

Including the "right" pieces of information in your ticket is vital to reduce the initial friction in support ticket handling process. It helps bring down the number of back-and-forth emails, and as a result, speeds up your ticket resolution time.

This guide will give insights into what information would generally be useful to Holistics support agents, as well as where to look for it.

Suggested support information

Depending on the nature of your incident, please refer to the appropriate dashboard and include the relevant information in your support email. Here is a list of suggested information:

• Report ID(s) or Definition ID(s) affected.
• Job Run/Execution ID(s) affected.
• Indicative time-period the issue happened
• Screenshots or Description of Timeout/Error Pages.
• Other attachments such as:
  • Your native database logs of failed operations.
  • ...

Best practices when sending support tickets

✅ Use Holistics administrative tools to search for incident details and attach them in your ticket

Holistics has built-in monitoring tools that are helpful to find more information related to your incident. They are Job Monitoring dashboard and Activity Log dashboard. You can read more about them in Monitoring Dashboard.

The Job Monitoring dashboard will give you details on:

• Every job executed against your resources along with indicative time-period.

While the Activity Log dashboard will help you find out:

• Activities of every user in your system along with indicative time-period.

Most of the suggested support information can be found using these dashboards.

✅ Check the job logs to know what step(s) is causing your job to fail

You can see the detailed logs of your job by selecting the 'Logs' button in Jobs Monitoring dashboard. As a job typically consists of many steps, it is helpful to identify exactly what is causing the issue and report it to Holistics.

✅ If applicable, attach additional information to your ticket

Extra pieces of information can go a long way to help us pinpoint the problem quicker as well as reduce the back-and-forth emails. Therefore, please do not be hesitant to include other details that you think may be relevant to your incident.

Here is a list of suggestions for supplementary information:

• Screenshots or Description of Timeout/Error Pages.
• Other attachments such as:
  • Your native database logs of failed operations.
  • ...