How to raise a support ticket
Date: January 25, 2022
Author: Viktoriya Agova
1. Log in to your Transform Platform Service Desk 24/7.
1.1. Only registered users, who were invited by a member of Bond Digital Health, can access the support desk.
2. Select a category from the list.
2.1. To report a defect you've spotted or something not working as it should on any of the mobile apps or the web app, select 'Report a bug'. For example, a bug can be "the link to the IFU in the app is broken"
2.2. Select 'Technical Support' to escalate issues with the apps or process failure, for example "the app is crashing/not loading", "screen is frozen", etc.
This category can also be used for more general IT support enquiries, for example if you need help setting up a testing account for one of the mobile apps.
2.3. Use 'Other questions' if you have a question of you can't find a suitable category for your request.
2.4. Use 'Suggest new feature' to log user feedback you may be getting on how to improve the app and the user experience, or to log future ideas for us to consider.
3. Click on Report a bug.
4. Give a description of the issue or defect.
4.1. Type in a brief summary in the summary field.
4.2. Mandatory fields are marked with an asterisk.
5. Type in a detailed description in the description field.
5.1. Give a detailed description of what you're experiencing - any context is helpful, including the steps you took before encountering the issue.
5.2. If an issue with the mobile app, it is helpful for us to know which version of the app you are running - to check this, open the app on your phone and click Menu > About. This helps us get to the bottom of it quicker.
6. Add in the affected services / components of the platform.
6.1. You can enter multiple components on this field - iOS app, Android app, web app.
7. Tap on Android App to add it to the field.
8. Click on iOS App to add it to the field.
9. Add screenshots by selecting "Browse" or dragging and dropping files.
10. Add screenshots by selecting "Browse" or dragging and dropping files.
11. Press Send to submit your support ticket.
11.1. When you submit your ticket, it will instantly appear on our dashboard.
12. View your submission and add any additional comments below (if any).
12.1. Here you can see the status of your ticket and a record of the information you submitted along with any screenshots.