How to create support tickets on NG platform

How to Open Support Tickets on Next-Gen Platform

If you’re having trouble with our product or service, opening a support ticket is often the best way to get help with your issue. Here are the steps to follow to open a Harness Support ticket:

Step 1: Determine the best way to contact support

Before you can open a support ticket, you’ll need to determine how to contact our support team. This is possible through your Next-Gen platform by expanding the help session on the bottom left of your screen:

And when you expand it, you’ll see the Contact Us session with the Submit a Ticket option:

And this is the screen when you select that option to submit a new support case:

Step 2: Gather information about the issue

To ensure that our support team can quickly and effectively address your issue, it’s important to gather as much information as possible about the problem you’re experiencing. This may include error messages, screenshots, and a description of what you did when the issue occurred.

Step 3: Submit the support ticket

Once you have all the necessary information, it’s time to submit the support ticket.

Be sure to provide a clear and concise description of the issue and any relevant information you’ve gathered. This will help the support team quickly understand the problem and provide an effective solution.

You may notice that you cannot attach screenshots when submitting a new ticket. But don’t worry. After this step, you can easily add screenshots.

Attaching a Screenshot of a newly created ticket

After creating your Support Ticket, on the same Contact Us session, you’ll be able to select View my ticket

When you click on this option, you’ll be redirected to this support page, where you can see all your and your organization’s tickets.

Now you need to select the newly opened support ticket, open it, and add your screenshot or other resources to your case:

Step 4: Follow up as needed

After submitting the support ticket, it’s important to follow up as needed to ensure that the issue is being addressed. You may need to provide additional information or clarify details about the problem.

By following these steps, you can open a Harness support ticket and get the help you need to resolve any issues you’re experiencing.

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