Creating Support Tickets

This guide provides step-by-step instructions for creating new support tickets in the OneClickWorker Support Center.

Prerequisites

• You must have an active OneClickWorker account
• Your organization must have a Plus subscription plan
• You must be logged in to your account

Accessing the New Ticket Form

There are two ways to access the new ticket form:

From the Support Center Dashboard

1. Log in to OneClickWorker with your credentials
2. Click on the "Support" option in the main navigation menu
3. On the Support Center dashboard, locate the "New Ticket" card
4. Click the "Create Ticket" button

From the Tickets Page

1. Log in to OneClickWorker with your credentials
2. Navigate to the Support Center
3. Click the "View Tickets" button to go to your tickets list
4. Click the "Create New Ticket" button at the top of the page

Creating a New Support Ticket

Once you've accessed the new ticket form, follow these steps to create a support ticket:

1. Enter a Title: Provide a clear, concise title that summarizes your issue

   • Example: "Cannot upload profile picture" or "Error when creating a new job posting"
   • Keep it brief but descriptive enough to understand the main issue

2. Write a Description: Provide a detailed description of your issue

   • Explain what you were trying to do
   • Describe what happened
   • Include any error messages you received
   • Mention any steps you've already taken to resolve the issue
   • Be as specific as possible to help our support team understand your problem

3. Submit the Ticket: Click the "Submit Ticket" button to create your support ticket

After Submission

After submitting your ticket:

1. You will be automatically redirected to your tickets list
2. Your new ticket will appear at the top of the list with a status of "OPEN"
3. Our support team will review your ticket and respond as soon as possible
4. You will receive email notifications when there are updates to your ticket

Best Practices for Creating Effective Support Tickets

Be Specific and Detailed

The more information you provide, the easier it will be for our support team to assist you:

• Include specific URLs where the issue occurred
• Mention which browser and device you were using
• Provide exact steps to reproduce the issue
• Include timestamps of when the issue occurred

One Issue Per Ticket

Create separate tickets for different issues rather than combining multiple problems into one ticket. This helps our support team address each issue efficiently.

Include Screenshots or Videos (When Applicable)

While the current form doesn't have a direct file upload option, you can:

1. Upload screenshots to a file sharing service
2. Include the link to the screenshots in your ticket description
3. Make sure the link is accessible to our support team

Use Clear and Concise Language

• Write in simple, clear language
• Avoid technical jargon unless necessary
• Format your description with paragraphs for readability
• Use bullet points for steps or lists

Ticket Priorities

When you create a ticket, our support team will assign a priority level based on the nature and urgency of your issue:

• High: Critical issues that prevent core functionality of the platform
• Medium: Important issues that impact functionality but have workarounds
• Low: Minor issues, questions, or enhancement requests

Next Steps

After creating a support ticket, you may want to:

• Learn how to manage your tickets
• Understand how to respond to support tickets

Need Help?

If you encounter any issues or have questions about creating support tickets, please contact our support team at support@oneclickworker.com.