Submitting a Support Ticket

When issues occur on the Unqork platform, submitting a support ticket is the fastest way to get help. A well-structured ticket improves response time and accuracy. This article outlines what to include, common issue types, and an example ticket.

To submit a ticket, visit support.unqork.com and select Contact Support.

Why Well-Written Tickets Matter

Clear, detailed tickets help support agents and engineers diagnose and resolve issues faster:

• Speeding up resolution.
• Reducing back-and-forth communication.
• Helping support understand the issue quickly.

Think of your ticket as a diagnostic tool. The clearer it is, the faster the issue resolves.

Common Issue Types

Identifying the issue type helps support prioritize and resolve your request. Common ticket types include:

Outage

Complete loss of access to Express or Designer for all users in a supported browser. For example, the platform is down for all users.

Performance or Latency

Platform responds slowly or times out. For example, pages load slowly in an environment.

Environment Management

Tasks related to specific environments. For example, setting up an allowlist or vanity URLs.

Unexpected Behavior

A feature does not behave as expected and displays no errors. For example, a Dropdown component does not display options.

Training/Certification

Issues with the Training environment (training.unqork.io) account access or setup. For example:

• Account Issues: Re-registering if the account has been inactive for 60 or more days.
• Configuration Issues: Submitting a detailed support ticket.

What to Include in a Support Ticket

When creating a ticket, gather as much information about the issue as possible. Refer to each section below for what to include:

Problem Summary

Clearly describe the issue and state expected versus actual behavior. For example:

Expected: Form submits and displays a confirmation.

Actual: "503 Service Unavailable" error displays.

Has the functionality ever worked?

• If yes, explain when it last worked.
• If no, describe recent changes or the intended purpose of the function.

Steps to Reproduce

List clear, ordered steps. Place the location before the action. For example:

1. Go to [URL or module name].
2. In the Full Name field, enter a name.
3. Click Submit.
4. Observe the error and capture a screenshot.

Environment Details

Explain where the issue occurs and where it does not. For example:

Environments: Staging, UAT, Production

OS/Browser: Windows, macOS, Chrome 109, Firefox 96

Device Type: Desktop or mobile

Timeline and History

When did the issue begin? When did the functionality last work correctly? Include dates and times with time zones.

Configuration Changes

List any recent changes. For example, promotions or updates. If logging is enabled, share relevant entries.

Supporting Information

Attach files that support the diagnosis, including screenshots, screen recordings, files, logs, timestamps, and DevTools Console output.

If the issue involves the Build Agent, download the task debug export zip from the Build Agent task and attach it. The zip contains the task log, LLM request history, and agent activity, which gives support the most complete picture of what happened.

Community and Documentation Review

Check the Community Hub and Unqork documentation. If you post in the Community Hub, include the link.

Impact Scope

State how many users experience the issue. For example, all users, internal users only, or external users only.

Example Support Ticket

The example below shows all the information needed for a 503 service error ticket:

Do not include sensitive personal information (PII) or Production data when submitting a ticket. If you need to send this information to resolve an issue, contact your Unqork representative.

Subject: Intermittent 503 Errors During Form Submission in Production

Request Type: Issue

Issue Type: Unexpected Errors

Description: Users intermittently receive "503 Service Unavailable" errors during form submission in Production.

Timeline:

• Last known good: Jan 20, 2025, 3:00 PM EST
• First issue: Jan 20, 2025, 3:15 PM EST

Environments not affected: Staging, Development

OS/Browser: Windows 11, Chrome 109

Device: Desktop

Error Code: 503

Environment(s) Impacted: Production

Functionality Impacted: Express

Start Date: January 20, 2025

Frequency: Constant

URL to Reproduce: unqEnv.companyAddress.org

Steps to Reproduce:

1. Go to [URL].
2. In the Full Name field, enter a name.
3. In the Date of Birth field, enter a date.
4. Click Submit.
5. Observe the 503 error.

Users Currently Impacted: All

Impact to Business: Live application majorly impacted

Attachments:

• Screenshot_20250303-111756.png
• Screen Recording 2025-03-03 at 10.52.28 AM.mp4
• log.har
• Error.log (Jan 22, 2025, 2:15 PM EST)
• [Link to Community Hub post]

Post in the Community Hub before creating a support ticket. Creators across the Unqork service can help troubleshoot most issues.

FAQ

What should I include when reporting a Build Agent issue?

Download the task debug export zip from the Build Agent task and attach it to the ticket. The zip contains the task log, LLM request history, and agent activity. Include a description of what the Build Agent did versus what you expected it to do.

How do I ensure my ticket is prioritized?

Include steps to reproduce, screenshots, logs, and a HAR file.

What counts as an outage?

No user can access or use Express or Designer in a supported browser.

Should I submit multiple tickets for the same issue?

No. Duplicate tickets delay the response and cause confusion.

Can I update my ticket after submission?

Yes. Reply to the ticket with any updates, or close it if the issue is resolved.

What if my ticket is closed and the issue still exists?

Submit a new ticket and reference the original ticket number.