Integrated Search in Ticket Submission Form

In our new ticket submission process, find out how you can quickly find answers to your questions before even submitting a support ticket.

I am excited to present our new ticket submission workflow, which allows you to find the required information immediately from within our existing resources.

It does change the way you open a ticket a bit, and if you are in a hurry, jump to the short video tutorial below to explore the new process.

Here I'll list the steps, explain what they do and how to use the interface. After a quick read, you'll be an expert in using integrated search. Following the steps, there is a short video that walks you through the process.

10 Easy Steps for Support

1. Go to your account and click Get Support
2. Choose a product from the dropdown
3. Review the most popular resources for this product that you will get. More often than not, the answer is already in the documentation, demos, forums, KBs or code library samples.
4. If this does not help, type your question in the textbox at the bottom and click Submit
5. Explore the search results. Clicking them opens the pages in new tabs, so don’t worry about losing your progress.
   
   This new step aims to promote self-service, because this is the fastest way to get answers. A quick search can provide the answer within minutes without you having to add explanations or code samples and wait for a response. Self-help is the best help.
6. If you didn’t find what you were looking for, click the Submit Support Ticket button at the bottom. From here onwards there aren’t any significant changes
7. Choose the type of issue (generic support needed, a bug report or a feature request) and the generic area
8. Choose sub-product (or control, for suites consisting of many controls). This routes your query to the most appropriate team for the best possible answer.
9. Fill in the information (product version, OS, browsers, etc.) as this helps us immensely
10. Add subject and issue description. Detailed explanations, code samples that showcase the problem, everything you can. Having enough information helps us help you.

We are also working on a page with best practices and pro tips on how to get the best out of our support services, so stay tuned!

Video: How to Submit a Support Ticket