Below is a template recommend by Qudini for internal support teams to raise tickets with Qudini for issues relating to our service.
This will provide our support teams with the best information to triage, diagnose and resolve your issues as quickly as possible.
This is a generic template and can be edited to suit your needs.
|Incident Number||This can be your internal incident number to reference back to|
|Description||Single line describing the issue|
|Priority||Your internal priority for this issue|
|# Stores Impacted||How many stores are impacted by this issue?|
|Contact Name||Name of contact in store who can be reached for further information (if required)|
|Username||Username of contact in store who discovered the issue|
|E-Mail Address||Of store to contact if further information is required|
|Route of Qudini access||Mobile app, browser|
|Area of Concern||eg adding a customer, service outage, SMS not being delivered|
|Impact||How has the issue impacted the customer journey|
Please provide a detailed description of the issue and the impact
what was the action the user was doing at the time of issue?
is the issue sporadic or constant?
How long has the issue been evident?
|Specific steps to|
recreate the issue
What specific steps must be taken to re-create the issue
|Steps taken internally|
to resolve the issue
What steps have been taken internally to try and resolve the issue?
eg. reset account details
|Photo or video evidence|
If possible please attach screenshots of errors or (preferably)
a screen recording of the issue
Providing photo / video evidence greatly speeds up resolution time