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 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.