What can I ask Users when they report an issue?

When you escalate a ticket to Level 2 support, please include in your ticket:

1) A description of the issue (What is or isn’t happening?)

2) Is the issue User-specific? If so, can you please provide the Username and Email Address.

3) A screenshot (clearly showing the URL, browser, entire screen/functionality and any error messages that were displayed)

4) The URL (if the issue is occurring on a specific screen)

5) Can the issue be replicated or was it a one-off? If it can be replicated, please provide the steps taken for us to reproduce it (for example, Login as a Customer, click on X, navigate to Y etc...)

6) The web browser being used (Chrome, FireFox, Safari etc..)

7) What mobile device and software version are you using? (If applicable)

8) Any additional information you think may help? (For example, has it been replicated in an incognito window?)

When you log a ticket with Ember, providing this level of information will help us to resolve the issue or answer the question quicker.