General WSM FAQ
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      How do I submit a ticket for an issue on my site or in the admin of WSM?

      It is important to have as much detail as possible when submitting a ticket. This article will help you to know what to include with your ticket.

      Issue Replication Checklist

      Before Submitting a Ticket:

      1. Clearly Define the Issue:

        • Describe the problem in detail.
        • Provide any error messages encountered.

      2. Check System Requirements:

        • Ensure that your system meets the minimum requirements for the application or service, https://help.webshopmanager.com/supported-browsers-operating-systems
        • Confirm your browser is not cached on old code, https://help.webshopmanager.com/troubleshooting-cache-or-browser-errors

      Documenting Replication Steps:

      1. Video Recording:

        • Record a video demonstrating the issue.
        • Use a screen recording tool (e.g., Loom, Screencast-O-Matic).
        • Clearly narrate the steps you are taking.

      2. Screenshots, when not submitting a video recording:

        • Capture screenshots at each critical step.
        • Highlight any error messages or unexpected behavior.
        • Save screenshots in a common format (e.g., PNG, JPEG).

      3. Detailed Written Steps:

        • Provide a step-by-step written guide to replicate the issue.
        • Include specific actions taken, buttons clicked, and any data entered.

      Format for Submission:

      1. Video Submission:

        • If the video file is small, attach it directly to the ticket.
        • For larger files, use a file-sharing service (e.g., Google Drive, Dropbox) and provide a shareable link.

      2. Screenshot Submission:

        • Attach screenshots directly to the ticket.
        • If there are many screenshots, create a ZIP file for easy submission.

      3. Written Steps:

        • Include the written steps in the ticket description or as a separate document.
        • Use a clear and concise format.

      Additional Information:

      1. Environment Details:

        • Specify the operating system and version.
        • Provide details about your browser, if applicable.

      2. Device Information:

        • Mention the device used (e.g., desktop, laptop, mobile).
        • Include device specifications if possible.

      3. Network Information:

        • Note if the issue is consistent across different networks.
        • Specify if any firewalls or security software are in use.

      After Submission:

      1. Check Ticket Status:
        • Regularly check the status of your submitted ticket.
        • Respond promptly to any additional queries from the support team.

      Note to Clients:

      • Thoroughly documenting replication steps is crucial for a faster and more accurate resolution.
      • Provide as much detail as possible to help our support team understand and address the issue effectively.