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

Need to open a ticket right now? Submit a New Service Desk Ticket — this takes you straight to the form.

The checklist below isn't required to submit a ticket, but the more detail you include up front, the faster our team can resolve it. Use it as a guide before you submit.

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: Supported Browsers & Operating Systems

1. • Confirm your browser is not cached on old code: 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. 

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.