How to create a ticket ?

Why create a ticket?

If you detect a problem on the platform or the mobile application, you can report the problem from the Ermeo platform, by creating a ticket. This will allow you to trace the problem and track its resolution over time.

How to create a ticket?

Tickets are generated using the Zendesk tool.

Step 1: Click on Help Center in the platform menu.

Step 2: Click on Sign In. Connect with your credentials. Don't forget that your credentials for the ticketing tool are different from your Ermeo credentials. If you don't remember your credentials for the ticketing tool, or you want to connect for the first time, you can click into "Forgot my password"

Step 3: Click on Submit a request and then choose between "Declare a bug" or "Ask an information"

Step 4: Fill in the requested information to create your ticket:

• E-mail adress
• Ticket subject
• Ermeo ID
• What are the steps to reproduce the bug
• Describe what you see
• Describe what you expected
• On which tool, do you have the problem
• The criticality of the bug
• Additional informations (version of the app, browser used etc).

Once your ticket is created, the technical team will take care of processing it as soon as possible.

How can I see all the tickets declared?

Click on "My activities" to see all of your tickets

You can see :

• all of your tickets and the status of each of these tickets
• all the tickets for which you are copied
• all tickets for your organization

What are the ticket statuses?

Under investigation: Our team is investigating whether the observed behavior is due to a misconfiguration or a bug, in which case we must find how to reproduce it with certainty.

In Backlog: The bug has been successfully reproduced and has been forwarded to our development team.

Work in progress: Our development team has started to fix the bug.

Ready to ship: Our development team fixed the bug, it will be delivered in our next version.

Shipped: The fix has been put into production.