After spending sufficient time reviewing applicable demos and documentation pages, as well as scouring the forums for threads relating to your issue, you’re still unable to implement your requirement, or determine if you’re dealing with a bug. Don’t despair! If you’re a licensed developer covered by a valid support contract, or an evaluator within the evaluation period, you have the option to work directly with knowledgeable Telerik staff by submitting a support ticket.

What you’ll need

Prior to beginning the process, you should gather the specifics on your development environment. These will be needed for our developers to better understand the context for your issue.  Depending on the platform involved, this usually includes, at a minimum, the following:

  • Full version number of the Telerik control or product being used
  • Operating system details of your development machine/server
  • Browser type and version number (where applicable)
  • .NET Framework version
  • Visual Studio (or other IDE) Edition (Including Service Packs)
  • Preferred coding language (C#, VB.NET, Java, PHP, etc.)

Identify all applicable code that is required to clarify the issue. We strongly recommend that, whenever possible, you take the time to isolate the problem in a sample project. A simplified, runnable, standalone application that demonstrates the issue allows our developers to immediately focus on resolving your issue and saves the time needed to first reproduce it.  It often avoids excessive back and forth correspondence, which extends the time required to resolve the issue, and improves the chance of solving it immediately.

Finally, you should prepare a succinct, clear written overview of the issue, and create applicable screenshots or video captures that visualize hard-to-describe behaviors or layouts.

Creating the Ticket

Log in to your Telerik Account and go to “Account Overview” and click on the “Contact Support Team” button.

Click the 'Contact Support Team' button

Then, choose the platform of your application (i.e. RadControls for ASP.NET AJAX) and click the “Submit support ticket” button.

Click the 'Submit support ticket' button

This will bring up the “Request Support…” screen. It provides buttons at the top to toggle between “Support Ticket”, “Bug Report” and “Feature Request” templates. You can select the “Issue Area” from the dropdown list and then click the appropriate radio button to identify an individual control, or select “All (Multiple Controls)” if the issue is not specific to one control.

Choose ticket type and area

Below this, you’ll be able to add the specifics on the version of your Telerik controls, development environment, browser and IDE, by means of the inputs provided.

Describe your environment

Now you’re ready to provide a suitable title for the issue and to add the concise but complete overview required for the developers to understand it clearly. You can use the formatting toolbar above the editor in order to format fonts, add links, or spell check the entry. And, most importantly, you can insert inline code snippets by taking advantage of the “Format Code Block” button (see arrow), which allows you to properly format markup, JavaScript or C#/VB.NET code blocks.

Describe the case, post code snippets and attach files

Don’t forget to use the “Attach file” link to upload your supporting files which should include your code and/or screen captures. The allowed extensions are .zip, .rar, .ace, .jpg, .png, and gif, and the total combined size of the upload cannot exceed 20MB (feel free to contact us for help in uploading larger files). Finally, users holding our DevCraft Ultimate License have the option to “submit ticket for pre-screening” which means that we’ll do a quick check and tell you if you've provided sufficient information for the developers to understand your issue and provide helpful insights.

Once you've double-checked that all is in order, simply click the “Send” button to initiate the ticket.

Follow Up

You should receive an immediate email confirmation of the ticket in the inbox of the registered email account, featuring a copy of the ticket details. Then, you can monitor your inbox for an email notification of the reply that has been added directly in the ticket by the Telerik support team. This can be expected within the ticket’s time frame as specified in your support contract (typically 24 hours), or evaluation agreement (typically 72 hours). You can reference the time frames offered by the various support plans here.

In the response to your ticket, you may be asked to provide additional insights or supporting files. You can reply to the ticket accordingly. If the response provided does not solve the issue, you can continue the thread until a resolution is found. Any new, unrelated issue should be logged in a separate ticket. Once you've resolved the issue, please use the “Mark as Resolved” button/link to close the thread.   

About the Author

Georgi Tunev

 is Technical Support Director

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