INCIDENT REPORTING

Zendesk is our central hub for all support related processes. It allows for the quickest turnaround possible for all teams. When a malfunction or potential incident is recognized, it must be reported to Wordbee in the form of a Zendesk ticket. This ensures that issues are resolved quickly and efficiently for all those involved.

Be Prepared

Answers to the following questions will be important when reporting the defect/incident over Zendesk:

Which Wordbee product is affected?

Azure
Wordbee Translator
Wordbee Beebox
Other

How and by whom was the issue encountered?

A manager reports an uncommon behavior while managing a request.
A supplier can't complete a job
An administrator can't edit the settings of a project
A custom report is not showing the right details

what Materials are to be shared with the Wordbee team?

Always provide in your ticket the following details:

  1. the project/job reference and the user type or user credentials
  2. the browser in use
  3. the file filters and some sample files that are affected.
  4. a screenshot or a short video showing hot he issue was encountered.
This information is key to start the investigation. In order to reproduce the error reported by your team, support agents may need to run some tests, such as:
  • replicating the same steps performed by the user to get to reproduce the same issue.
  • checking the platform logs.
  • verifying the settings for a user or a given part of the system.
  • other
Depending on the modules affected, one or more of the approaches above need to be applied.
Those tests will be carried out without impacting your regular activities and will eventually reveal the causes of the issue. If additional tests are required, agents will confirm with your team which materials they need and where can they run these tests if the configurations from your system were required.

Is this failure possible related to a recent release?

Could this issue possibly be related to a recent release? Maybe to a feature requested by your team?
In that case, and in order to speed the intervention, mention the reference of the CR request to the support agent handling your case.

Which users are being affected?

It is important to identify users who are currently being affected by this issue. If workaround solutions can be provided while the issue is being investigated or fixed, the team will be proving further details via the ticket.

Open a Ticket

Gather all the necessary information and send a detailed support ticket over Zendesk

Once a support ticket is raised, the teams will keep the communication flowing over Zendesk until the issue is resolved. Always use that ticket as central contact point for any support related process since it will ensure the quickest turnaround possible for you and the affected teams.