--- title: "Submitting a Support Ticket" slug: "submitting-a-support-ticket" updated: 2026-09-21T15:08:37Z published: 2026-09-21T15:08:37Z canonical: "docs.unqork.io/submitting-a-support-ticket" --- > ## Documentation Index > Fetch the complete documentation index at: https://docs.unqork.io/llms.txt > Use this file to discover all available pages before exploring further. # 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](https://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](https://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](https://community.unqork.com/) and [Unqork documentation](https://docs.unqork.io/). 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](https://community.unqork.com/) 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. --- **Changelog** | Date | Change | | --- | --- | | 2026-09-21 | Initial publication — adapted from v1 documentation with Build Agent debug export guidance added (EN-8134). | The Unqork front-end application framework that delivers Creator-built applications to end-users. Express is the layer end-users interact with—the published forms, screens, and navigation built in the Module Builder. Express is distinct from Express View, which is a Creator-facing preview tool in the IDE. A functionality of a software. For example, Copy and Paste is a feature of a computer's operating system. A URL (uniform resource locator) is a unique identifier used to locate a resource on the internet. Also known as a web address. The Staging environment is the first level of application building in Unqork. Use it to build, test, and style your applications. Use the UAT (user acceptance testing) environment to realistically test and navigate your applications as end-users would use them. The Production environment is the final stage of the development process. Use this environment to promote tested and functioning application so your end-user can interact with it. OS (operating system) is the program that manages other application programs on your computer. The DevTools Console helps you securely store, build, test, and deploy your software. Debugging is the process of finding and resolving errors or bugs in an application. To debug an application in Unqork, use UNQENG tools in Express View. Large Language Models (LLM) are artificial intelligence (AI) programs that use deep learning algorithms to analyze and generate text and other content based on large amounts of data. Personal Identifiable Information (PII) is any representation of information that permits the identity of an individual to whom the information applies to be reasonably inferred by either direct or indirect means. Also known as Unqork Users, or Designer Users; is anyone who is inside the Unqork platform.