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Help CenterTechnical Support and TroubleshootingReporting Bugs and Requesting Support

Reporting Bugs and Requesting Support

Last updated May 9, 2024

*Introduction:*Ensuring that technical issues are quickly reported and resolved is essential for smooth operations. This article provides a straightforward guide on how to report bugs and request technical support through Gordian Software’s support channels. Follow these steps to streamline your experience and resolve issues efficiently.

*Step-by-Step Guide:*

1. Identify and Document the Bug - Gather Information: Note the steps leading up to the bug, including screenshots or screen recordings if possible. - Describe the Problem: Clearly articulate the issue, the expected behavior, and the actual behavior you experienced.

2. Check Known Issues - Knowledge Base: Review the help center or knowledge base to see if the issue has already been identified, and if solutions are available. - FAQ Section: Often, FAQs provide quick fixes or workarounds for common issues.

3. Submit a Support Ticket - Log into the Support Portal: Access the customer support portal and select the option to report a bug or request support. - Provide Details: Include all relevant information such as the problem description, steps to reproduce, and system/environment details. - Attach Supporting Files: Attach screenshots, logs, or other files that can help the support team better understand the issue.

4. Track Your Ticket - Check Updates: Monitor the support portal for updates or additional questions from the support team. - Respond Promptly: If the team needs further information or clarifications, respond quickly to help expedite the resolution.

5. Review the Solution and Follow Up - Verify Fix: Once resolved, confirm that the provided solution works and that the bug no longer persists. - Provide Feedback: Share feedback on your support experience to help improve the process.

By following these steps, you can help Gordian’s support team address issues swiftly and ensure your platform integration continues to operate smoothly.

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