Best Practices

To ensure your ticketing process is clear and provides our support team with the proper inputs to troubleshoot your issue quickly and accurately, please follow these guidelines.

1. Context When opening a support ticket, share detailed information about your issue to help the support team understand your situation and determine the necessary steps for assistance.
2. Send Links & Attachments
   • Provide links to tables, spaces, datasets, or models being used. This will allow the support team to quickly identify where you are experiencing issues.
   • Attach any relevant files or images. For example, if your issue occurs when uploading a version, attach that version. This is also important for mappings or similar files.
3. Replicate the Issue Replicating your question or issue can help the support team understand the root cause. Providing step-by-step details can be crucial for accurate replication and resolution.
4. Share Expected Output When possible, provide the expected output to help confirm the solution provided by the support team, reducing the need for you to verify the results.
5. Mention Urgency If your issue is urgent, clearly state your specific needs to help the support team allocate resources efficiently and address your problem promptly.