How to submit a ticket

If you are struggling with a problem and need some help, you will need to either:



In either case you will receive an automated reply containing your ticket number.  If you do not receive a receipt, your ticket will not have been received by us.


Helping us to help you


To ensure that your ticket is passed on to the most appropriate person or team, and to allow us to quickly understand the situation or problem, it would help enormously if you could include certain basic information in your report.


As a guideline, you should aim to include the following information:


  • Subject line: This should be a concise description of the problem.

  • Contact Information: Provide your contact details so we can reach you for further information or updates.

  • User information: Provide the name of the affected user(s) and their contact details.

  • Date and time: Specify the exact date and time when the problem occurred or was noticed. If the problem relates to a problem with a call, please include the relevant telephone numbers. Multiple examples are also helpful and sometimes necessary.

  • Recurrence: If the problem is recurring, provide an idea of the pattern and frequency.

  • Problem description: Briefly describe the issue you're experiencing. Include any error messages or unusual behaviour.

  • Device details: Mention the device(s) or system(s) affected, such as computer model and type, phone type, headset model, operating system or other software involved.

  • Impact: Explain how the issue is affecting the user's work or the company's operations.

  • Urgency: Indicate the level of urgency, especially if it's affecting critical operations.

  • Previous actions: Briefly mention any steps you've taken to troubleshoot or resolve the problem so far.

  • Attachments: If applicable, attach screenshots or documents that can help explain the issue.



If the situation or problem is complicated, we may also ask you to complete the "Advanced Diagnostics Fault Report" form which can be found on the help portal, also linked here:


https://help.purpleuc.com/support/solutions/articles/44001781919-form-advanced-diagnostics-fault-report




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