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🛠️ Workheld Support Ticket Checklist

🛠️ Workheld Support Ticket Checklist

🎯 Purpose:
This checklist helps ensure your issue gets resolved as quickly and effectively as possible by providing our 1st-level support team with all necessary information.

🧠 Why it matters:
A well-specified support ticket allows our team to understand, reproduce, and fix your issue efficiently. Missing or unclear details often lead to follow-up questions, delays in resolution, or incorrect fixes. The more precise your input, the faster we can help you!

📍 1. Problem Description

Please include the following information:

  • 1.1. Clear and structured explanation
    Describe what happened, what steps you took (in order), and what you expected to happen.

  • 1.2. App & Environment
    Is the issue in Flow or Call? Are you using Web or Mobile? Is it in the Test or Production environment?

  • 1.3. Error Messages
    If you saw any error messages, please copy or screenshot them.

  • 1.4. Affected Data
    Include specific identifiers (e.g. order number, checklist number, etc.) if available.

  • 1.5. Screenshots
    Provide screenshots of the full screen. On mobile, please include the sidebar so we can see the version number.

  • 1.6. Date and Time
    Note the exact date and time when the issue occurred. This helps us find relevant log entries.

📊 2. Data for Analysis

Help us trace and reproduce the issue:

  • 2.1. Mobile App Issues

    • 2.1.1. Diagnostic Data
      Please send diagnostics following the in-app instructions.

    • 2.1.2. App Version
      Specify the version of the Workheld mobile app you’re using.

  • 2.2. Web App Issues

    • 2.2.1. Console Output
      Open the browser console (press F12) and send a screenshot if errors appear.

    • 2.2.2. Browser Info
      Tell us the name and version of the browser you used.

  • 2.3. Affected User
    Provide the username or email of the user who experienced the issue.

⚠️ 3. Prioritization and Impact

Help us assess the urgency and scope:

  • 3.1. Number of Affected Users
    Is it just one person or many?

  • 3.2. Extent of Disruption
    Does the issue block all use of Workheld, or just part of it? Does it affect everyone or just specific users?

  • 3.3. Frequency
    Did the problem happen only once, or has it occurred multiple times?