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Missing customer support ticket

Iwen Wang_be6g1y

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?

Accepted answers

Trudy P Claspill

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?

All comments

Trudy P Claspill

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?

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_be6g1y

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

Thank you kindly!

Iwen Wang_be6g1y

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!

Welcome!

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