Missing customer support ticket

Iwen Wang May 13, 2024

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?

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Trudy Claspill
Community Leader
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May 13, 2024

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 May 14, 2024

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

Thank you kindly!

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Dave Rosenlund
Community Leader
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
May 13, 2024

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 May 14, 2024

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!

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