Best Practices for Creating an Issue Ticket with Duoplane Support

When encountering a technical issue in Duoplane, it's crucial to communicate the problem effectively to ensure a swift resolution. A well-crafted ticket helps the support team understand, diagnose, and address the issue quickly. Below are the best practices for writing and submitting a clear and actionable ticket for Duoplane support.

Use a descriptive subject line

The subject should briefly summarize the issue, including relevant keywords, actions, or integrations involved.

Example: "Order sync failure with Shopify store order 230660"

Provide a detailed description

Overview of the problem: Begin with a clear and concise summary of the issue. Mention what you were trying to accomplish and what went wrong.

Example: "I noticed that orders from our Shopify store are not syncing with Duoplane. This started occurring this morning but only some orders are affected. An example is order #230660"

Steps to reproduce: Outline the exact steps that led to the issue. This helps our support team replicate the problem

Example:

1. Create order 230660 in Shopify
2. Log into Duoplane
3. Navigate to the 'Orders' section
4. After a few minutes, order 230660 is still not showing

Expected vs. actual results: Describe what you expected to happen and what actually occurred.

Example:

Expected Result: Orders from Shopify should always come into Duoplane promptly and automatically
Actual Result: The order is missing in Duoplane meaning it didn't import

Include relevant details and attachments

Screenshots or videos: Attach any screenshots, error messages, or video recordings that illustrate the problem.

Feed or log files: If applicable, include any log files or reports that could provide additional context to the issue. This could be an inventory or shipment feed file that was uploaded that didn't process correctly.

Indicate the impact and urgency

Impact: Explain how the issue is affecting your operations. Is it a minor inconvenience, or is it blocking critical business functions?

Example: "This issue is preventing our team from processing orders, leading to delayed shipments and customer dissatisfaction."

Urgency: If the issue is time-sensitive, clearly state this in your ticket.

Example: "This needs to be resolved within the next 8 hours so shipments for the day are not delayed."

Example Ticket

Subject: "Order sync failure with Shopify store order 230660"

Description: I noticed that orders from our Shopify store are not syncing with Duoplane. This started occurring this morning but only some orders are affected. An example is order #230660.

Steps to Reproduce:

1. Created order 230660 in Shopify
2. Logged into Duoplane
3. Navigated to the 'Orders' section
4. After a few minutes, order is still not showing

Expected Result: Orders from Shopify should always come into Duoplane promptly and automatically.
Actual Result: The order is missing in Duoplane meaning it didn't import.

Order ID: #230660

Impact: This issue is preventing our team from processing orders, leading to delayed shipments and customer dissatisfaction.
Urgency: This needs to be resolved within the next 8 hours so shipments for the day are not delayed.

By following these best practices, you can ensure that your technical issue tickets are clear, detailed, and actionable, helping the support team resolve your issues more efficiently.