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            What information to include in a support ticket

            Summary

            The gotomyerp support team receives dozens of tickets per day, and we always strive to address your problem as soon as possible.

            When submitting a ticket, certain information is crucial to help you get to a resolution as fast as possible. Of course, we will always provide support, but, more interaction will be required before our support team can get a full picture of the issue. Below, you will see a couple of examples of a bad ticket, and an example of a good ticket. Please take note of those, and try to mimic the recommended way, any time you need to submit ticket, in order to expedite receiving the needed help.

             Bad Ticket Example:

            Subject: I am unable to login.
            Body: empty

            This information does not provide any guidance as to what you might be experiencing, or any details thereto.

            Good Ticket Example:

            Subject: Unable to login: receiving error message upon connection
            Body: I am receiving an error message upon connecting to QuickBooks.
            The error message is in the following screenshot:


            I seem to be the only user having the problem. Everyone else in the office is logged in without a problem.

            This ticket contains more information as it relates to the actual error you are receiving. It also gives us a starting point on troubleshooting your problem, and provide you additional troubleshooting steps.

            What else should I know?

            • Always make sure to submit a ticket from an authorized email address. Non-Authorized email addresses will be denied support.
            An authorized address is one that is registered with gotomyerp and is associated with your account. Additional alternate addresses can be added as well. Please consult with your authorized user on your account to add additional email addresses from the Onboarding Portal.


            Updated: 30 Nov 2018 11:10 AM
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