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 Send a request
Step 3: Click on Report a bug or request information, depending on your case.
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
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.