--- title: "Best Practices: Unqork Support Tickets" slug: "best-practices-unqork-support-tickets" updated: 2025-09-25T20:55:32Z published: 2025-09-25T20:55:32Z canonical: "docs.unqork.io/best-practices-unqork-support-tickets" --- > ## 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. # Best Practices: Unqork Support Tickets ## Overview 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 guide outlines best practices and FAQs to help you create clear, actionable requests. > [!TIP] > To submit a ticket, visit [https://support.unqork.com/](https://support.unqork.com/) and select the **Contact Support** button. ## Why Well-Written Tickets Matter Clear, detailed tickets help support agents and engineers to diagnose and resolve your issue, including: - 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 your issue resolves. ## Common Ticket Issues in Zendesk Identifying your 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 Unqork Designer Platform is down for all users. ### Issue: Performance or Latency Platform responds slowly or times out. For example, pages load slowly in an Unqork Designer Platform environment. ### Issue: Environment Management Tasks related to specific environments. For example, setting up an [IP Allowlist](/v1/docs/allowlisting-in-unqork) or [Vanity URLs](/v1/docs/how-to-customize-a-vanity-url). ### Issue: Unexpected Behavior A feature does not behave as expected and displays no errors. For example, a Dropdown component does not display options. ### Information Request: 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 is inactive for 60+ days. - **Configuration Issues**: Submitting a detailed support ticket. ## What to Include in a Platform Support Ticket When creating a ticket, gather has much information around the issue. Refer to each section below for information 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: Go to [URL or modulename]. In the “Full Name” field, enter a name. Click Submit. Observe the error and try to 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 screen shots, screen recordings, HAR files, logs, timestamps, DevTools Console output, and so on. ### Community and Documentation Review Check the [Community Hub](https://community.unqork.com/) and [Documentation Hub](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 While Administrators and Creators can report several issue types, the example below contains all the information relating to a 503 service error: > [!WARNING] > Do not include or attach sensitive personal information (PII) or Production data when submitting a Zendesk ticket. If you have a need to send this information to resolve an issue, please contact your Unqork representative. [![A static image displaying the](https://cdn.us.document360.io/15548f06-2fba-434c-b0c1-5df88317dbd7/Images/Documentation/submitRequest_thumb_0_0.jpg?sv=2026-02-06&spr=https&st=2026-11-08T10%3A18%3A22Z&se=2026-11-08T11%3A18%3A22Z&sr=c&sp=r&sig=SHMsSiSgBKpgzd9LM2K308JVe64f4Q8YXb4wGyKbzyo%3D)](https://cdn.us.document360.io/15548f06-2fba-434c-b0c1-5df88317dbd7/Images/Documentation/submitRequest.jpg?sv=2026-02-06&spr=https&st=2026-11-08T10%3A18%3A22Z&se=2026-11-08T11%3A18%3A22Z&sr=c&sp=r&sig=SHMsSiSgBKpgzd9LM2K308JVe64f4Q8YXb4wGyKbzyo%3D) **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 your Business**: Live Application Majorly Impacted **Attachments**: Screenshot_20250303-111756.png (Image of issue) Screen Recording 2025-03-03 at 10.52.28 AM.mp4 (Video of issue) log.har (HAR File) Error.log (Jan 22, 2025, 2:15 PM EST) [Link to Community Hub post] > [!TIP] > Use the [Community Hub](https://community.unqork.com/) to research and post about an issue before creating a support ticket. Creators across the Unqork service can help you troubleshoot most issues. --- ### FAQ #### 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. It delays the response and might 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. ## Resources - [Unqork Customer Support Landing Page](https://support.unqork.com/hc/en-us) - [Unqork Community Hub](https://community.unqork.com/) - [Unqork Best Practices Landing Page](/v1/docs/bestpractices) The DevTools Console helps you securely store, build, test, and deploy your software. Also known as Unqork Users, or Designer Users; is anyone who is inside the Unqork platform. 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.