Communication Standard
Efficient issue handling starts with a properly created ticket. Following the guidelines ensures smooth processing and timely resolution.
Email Ticket Creation
Customers can report issues by sending an email to [email protected]. To create a ticket, include:
- A clear subject line
- A detailed description of the issue
- Relevant attachments (e.g., screenshots, logs)
- Key details such as steps to reproduce, error messages, and issue priority
Once received, the email is logged as a support ticket and processed according to your Service Level Agreement (SLA), ensuring timely resolution.
Summary
A concise, informative title is essential for accurate issue categorization.
Example
Critical system error: Unable to load dashboard after login.
Description
Provide detailed information to help resolve the issue efficiently:
- Steps to Reproduce – Clear, numbered steps showing how to recreate the issue.
- Error Codes/Logs – Exact error messages or codes.
- Impact – Systems, teams, or end users affected (if applicable).
Example
1. Log into the platform
2. Attempt to navigate to the Dashboard
3. Error code 404 appears when saving a manual price
Priority Levels
Tickets must be assigned a priority based on urgency:
Priority | Description |
|---|---|
Low | Cosmetic issues or general queries |
Medium | Non-critical feature malfunction |
High | Significant impact on user functionality, but with a workaround |
Critical | Incorrect data in export review or price calculations |
Outage | Full system outage or severe degradation |
Criticality Classification
- Low / Medium → Handled internally by general support
- High / Critical → Immediately escalated to technical teams
Attachments
Include any relevant files, such as screenshots or logs, to help diagnose and resolve the issue more efficiently.
Example Email Template
Use the following template to make sure all required details are included: a clear subject line, a thorough issue description, steps to reproduce, error messages, and relevant attachments (e.g., screenshots or logs). Providing this information helps our support team respond quickly and accurately.
To: [email protected] Subject: Critical System Error – Unable to Load Dashboard After Login
Dear Yieldigo Support Team,
I am experiencing a critical issue that prevents access to the dashboard after login. Please find the details below:
Summary: Unable to load the dashboard after login – Error 503.
Steps to Reproduce:
1. Log into the platform using valid credentials
2. Navigate to the Dashboard tab
3. Error message appears: “503 – Service Unavailable”
Error Logs: No log access available. Displayed error: “503 – Service Unavailable”
Impact: This issue affects all users in our company. Critical business data is inaccessible, severely disrupting daily operations.
Priority: Critical – No users can access the system.
Attachments: Screenshot of the error page (attached)
Yieldigo Support Portal
The Yieldigo Support Portal enables you to submit support requests quickly and efficiently. By clicking the New Support Ticket button, you can provide key details such as your name, the issue subject, and a description of the problem. You may also upload attachments (e.g., screenshots or logs) to help our support team diagnose and resolve the issue faster.
Feature Availability Available to customers subscribed to Standard, Premium, and Premium+ support packages.
Log In and Submit a New Support Ticket
- Go to the Yieldigo Support Portal at support.yieldigo.com.
- Log in with your credentials.
- On the dashboard, click New Support Ticket.
- Fill out the three required fields:
- Requester – Your name or the name of the person submitting the ticket (auto-filled in most cases).
- Subject – A clear, concise summary of the issue (e.g., “Dashboard access error: Error 503”).
- Description – Detailed information about the problem, including steps to reproduce, error messages, and any relevant details (e.g., “Unable to load the dashboard after login, error code 503 appears”).
- (Optional) Add attachments such as screenshots, logs, or documents to help describe the issue.
- Click Submit to send the ticket to the support team.
Check Ticket Status
You can check the progress of your requests at any time by clicking the “Check Ticket Status” button. This section lists all tickets you’ve created, along with their current status.
If you are a domain administrator, you can also view all tickets within your domain. To enable this option, please contact our support team at [email protected].
Available ticket statuses:
- Open – The ticket is active and being worked on
- Pending – Awaiting action from either support or the client
- Closed – The ticket has been resolved and completed
Communication via Chat
Our support desk chat provides a fast and convenient way to connect with our team in real time. Chat responses are typically quicker than email, but response times are not covered by SLA claims.
For complex issues that require detailed investigation, our team will create a standard support ticket to ensure proper handling. SLA terms for chat interactions are aligned with those for email, ensuring consistency across all support channels.
Feature Availability Available to customers subscribed to Standard, Premium, and Premium+ support packages.
Channel | Best Suited For | Examples |
|---|---|---|
Chat | Provides quick, real-time assistance for simple issues or immediate clarifications. | – Help with product ID issues – Troubleshooting problems when downloading Excel files – Clarifying how to use a specific feature – Resetting account settings – Checking the status of a request – General navigation guidance on the platform (e.g., how to add a manual price) |
Detailed support with complex, technical, or time-intensive inquiries. | – Requesting data analysis for export/repricing – Changing the format of export reviews or reports – Submitting requests to modify or review existing workflows – Adding custom fields or settings to the application – Reporting a recurring technical issue with detailed logs – Providing feedback with attached documentation or examples – Asking for a customized solution requiring technical escalation |
Expect Timely Responses
We aim to respond to chat requests within the defined Service Level Agreement (SLA) timeframes.
Example
For critical issues, you can expect a response within 15 minutes.
Clear and Direct Queries
State your inquiry or issue clearly in the chat.
Example
Instead of “I have a problem”, provide a clear message such as “I am unable to access the dashboard and receive error 404.”
Receiving Status Updates
During chat communication, our support team will provide timely updates if an issue requires further investigation.
Example
“We’re investigating this on our end. We will get back to you within 30 minutes.”
If Your Issue Is Escalated
If our first-tier support team cannot resolve your issue, it will be escalated to a specialized team. You will be notified when this happens.
Example
“Your issue requires advanced troubleshooting. Our senior technical team will reach out to you soon.”
Chat Templates You Can Expect
- Greetings: “Good [morning/afternoon], how may I assist you today?”
- Investigation Updates: “We are still investigating your issue and will update you shortly.”
- Escalation Notice: “Your case has been escalated to our technical team. You will hear from them soon.”
- Resolution Check-In: “The issue should now be resolved. Could you confirm that everything works as expected?”