Best practices for submitting support cases

Owned by Knowledge Assistant
Last updated: Dec 24, 2024
Description of Issue

What are the best practices when we go to submit a support case?

Are there areas of a support case that Support would like to see present on every submission?

Context
  • tylertech.com
  • Client Support
  • Online Support Incidents
  • Create a Case
Cause

Informational.

Resolution
  1. Please register for a Client Support account if you do not currently have a registered account.

  2. Simply put, the best support cases are both detailed and specific.

    1. What happened?

      • I encountered an error message with this statement

    2. Where it happened?

      • In the Payroll Processing programs

    3. What were you doing at the time?

      • Generating the biweekly payroll process

    4. What you expected to happen?

      • Successful generation of the payroll process

  3. Here are some additional items to consider:

    • Enter a specific Case Title
      • Avoid using generic or unhelpful descriptions like Error Encountered or Unable to Generate.
    • When writing a description to the case, enter the Product Suite and Product Module that you are working through.
      •  The application support team may need to collaborate with other groups.
    • Include the menu path of the program or module you are interfacing with.
      • Some programs may offer a different experience depending on how you access.
    • Include the onscreen error message if presented with one.
      • Often error messages have direct resolutions, the specific error included may speed up your case resolution.
    • Add your step-by-step process to replicate the error, if possible.
      • Support will often attempt to replicate the error internally.
    • Include a screenshot or series of screenshots for Support to better understand the issue.
    • If working with multiple screenshots, consider adding them do a word document or similar program to organize the screenshots into a narrative.
    • If the issue is too complex for a screenshot or series of screenshots, consider creating a GIF or video replication of the issue.
    • Avoid attachment that contains Personally Identifiable Information.
      • We securely house case documents, however as a best practice, blur or omit PII that is irrelevant to the support.

  4. Set your Default Product Suite: How to add a default product suite to your online portal account
    • The Default Product Suite will help ensure relevant KnowledgeBase articles and information are presented to you during case creation.
    • Need to set your Default Product Suite? Navigate to https://tylertech.microsoftcrmportals.com/ and click your name in the upper-right and then select Profile from the drop-down menu to set your Default Product Suite.
Additional Information

Looking for additional documentation on submitting support cases? Review the Documentation for adding a new support case or How to log a support case through the Online Support Incidents portal for information.

Looking for more information on Online Support Incidents? Check out the Master Article - Online Support Incidents for related articles.