Missing customer support ticket

[Iwen Wang]

An external customer reported a bug to a portal that's set up for the project. 

The ticket was never created, nor received. 

How may I trace what happened to that ticket?

[Trudy P Claspill · Accepted solution]

Hello @Iwen Wang 

Welcome to the Atlassian community.

How do you know the customer completed the process? Did they get a confirmation email or get a new ticket ID shown on the screen?

[Iwen Wang]

I appreciate your questions, as they call out what I have failed to ask.

Thank you kindly!

[Dave Rosenlund _Trundl_]

Hello, @Iwen Wang 👋  Welcome to the community.

The most likely problem is that the customer did not submit the bug report successfully.

Some things to check....

• Did you test this portal? Is it working?
• Have you successfully received other bug reports via this portal?
• Did the customer try again?
• Maybe you can walk them through it in a phone call?

I hope this helps,

-dave

[Iwen Wang]

Hi Dave,

I think that it was a user error as well! 

To answer your questions - I did test the portal and the email, and both work just fine. We have received other bug reports previously. 

I've asked for the user to try again. 

Thanks very much!