Tips to open an effective ticket

When you open a ticket, you are probably looking for a fast and useful reply, and we want you to receive good quality support. Here are some tips to improve your chances of getting the best possible answer: 

  1. You should open a ticket only if you have an issue that is actually related to Eyeshot. If you have questions or inquiries about programming, then the best place to ask is probably StackOverflow.
  2. Before opening a ticket, check if there is an article or a FAQ related to your issue and if it can help you solve your problem. 
  3. When you ask something, you should try to be as clear and accurate as you can. This will drastically decrease our average reply time.  
  4. We are not native English speakers. If you check the spelling, the punctuation and the grammar of your sentences you may help us understand the problem faster. 
  5. If you need to send us a piece of code, make sure that the code works. You should send us the minimal runnable code in order to reproduce the issue. 
  6. We often reply in a few hours, but keep in mind that according to our license agreement we have one business day to give you the first reply.
  7. Give us context! Most of the time, we take days only to understand what you have in mind. If you are trying to copy another commercial product feature, search for a video that explains the full workflow and link it in the ticket.
  8.  Open separate tickets for each different topic. It helps us provide a faster reply and it makes it easier to point you in the right direction.
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