21 Nov 2009 
Support Center » News » How to file the best support request ticket
 How to file the best support request ticket
Posted By: Dave Studinski On: 01 Jul 2009 6:10 PM
Details Our support team outlines a list of helpful tips to expedite your support request.

In order to provide you with fast and efficient technical support, we kindly ask that you follow these guidelines when filing at ticket in our support system.

Did you know: You can track ticket statuses, manage multiple tickets and respond using our Support Suite portal? It’s fast, easy and free – registering an account takes only 2 minutes! Visit http://support.collegepublisher.com and take control of your support experience. We highly encourage this method of ticket submission as it allows you and our staff to communicate directly through the support system.

Writing Your Subject Line

Give a brief explanation, or in journalism terms a “slug,” of what the problem you are having. Also, please include your site domain/Web address.

Bad example: “Site won’t load” (Be specific – is it the admin area or your actual Web site?)
Good example: “Web site will not load – mydomain.com”
Good example: “Admin area will not load – mydomain.com”

Your Ticket Body

Please include as much detail as possible about the problem you are experiencing. Be specific: “My site isn’t working, please help!” tells us there’s a problem, but it will take us longer to diagnose the issue than if you say, “New articles are not publishing to my front page.”

Also, please include these essentials that can help us replicate your working environment:
  • Your paper name/URL
  • Your browser type (Firefox, Safari, Chrome, IE, etc…)
  • Operating system (Mac, Win XP, Vista, etc…)
  • The time and date the error occurred
  • Are you using CP4 or CP5?
  • Include links or headlines of stories in question or descriptions/file paths of images in question

Also keep these tips in mind:
  • Copy/paste any error messages, or better yet take a screen shot of your problem and attach it to the ticket.
  • Are you using a campus internet connection? Often on-campus networks have difficult firewalls or security policies relative to what you may have at home or in a small office.
  • Is this a continuous problem, or has it only happened once?  
  • Can you duplicate the problem at a different computer or location/internet connection?  
  • As always, your relation to the publication (editor, publisher, etc…) and the site name/paper name are helpful so we can verify your identity.
  • If an issue with a user or staff account is being reported, please include the username of the account in question.
  • If you are having trouble uploading a file, please include that file with your ticket. If the file is too large for e-mail transfer, we suggest a free site like YouSendIt.com to upload your file and allow us to retrieve it. You can also store it on your FTP space, if available, or upload it to your site’s media manager in CP4.

Advertising Issues
If you notice an advertisement in your national ad spaces that you feel violates your contract with us, we want to know about it! Please e-mail us the details of the advertisement along with your concerns. Because our advertisements are often IP-focused by region, we highly encourage the inclusion of screen shots of the advertisement. These images will help us work with our ad team to resolve the issue.




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