How Do I Submit a Support Ticket?

Every organization finds some bumps in the road on their path at some point. If your bump includes something in Virtuous, we want to make sure you understand how to submit a help ticket as well as what you can do to ensure the quickest resolution to your problem. 

Things to do BEFORE submitting a Help Ticket

Before you go the route of submitting a help ticket, you might find that the answer is already available to you. So, what resources should you check out prior to submitting a ticket to ensure you're getting the fastest resolution to your issue?

• The Virtuous Academy- We use these videos in your onboarding process to help you understand the different aspects of Virtuous. These are a great place to start if you're new to your organization (or just a new role in the organization). The videos are also great for a refresher course on things you may not access as often. The videos will always be free to access. You can get to the academy by going to https://academy.virtuous.org/ or by clicking on the help icon in the app.
• The Support Center- In the Virtuous Support Center we have hundreds of articles- just waiting to be read! We have articles that will help with definitions, how-to's, and why's. It's a great place to look when you want to look for something specific. Or, if you enjoy reading, you could just spend some time perusing the Support Center to see what there is to see :)
• Check in with your team- Who is the Virtuous expert on your team? Our recommendation is that you have an internal admin who will determine if a support ticket needs to be submitted or if an answer to that question has already been found.

Submitting a Ticket

After you've gone through the steps above and you've determined that you do need to submit a ticket, you can use the in-app chat found under the ? in the top right corner of the CRM.

The Virtuous chat bot will attempt to find relevant resources or you're able to "Get in touch" to submit a ticket.

What Do I Include in my Ticket?

• What are you trying to accomplish? Be sure to include specifics! For example, you might say "I'm trying to change the primary phone number on Jane Doe, individual ID 123."
• List out what you've tried to do to complete this action already- Remember, be specific! This may include the actual steps you've taken as well as any articles or videos you've viewed to complete this task.
• What were you expecting the outcome to be or a detailed description of the problem?- If you're submitting a ticket because you thought something behaved differently, be sure to let us know what you thought would happen when you completed the task. For example "I added a widget to my dashboard and I expected that widget to also be added to the CEO dashboard."
• Anything else that might be helpful- This might include screenshots, Query URLs, ID numbers. You might feel like you're oversharing but it will be helpful to support to have all the pieces up front to help you solve your problem

Ticket Examples

A good example of a ticket that contains the information that support would need to help them solve their problem.

Here is an example of a help request that would require more back and forth to find out exactly what you're looking to do as there are widgets in more than one place within Virtuous and that would influence the instructions given to complete the task.

Now What?

Now that you know the process to get a quicker, more accurate response, you're ready to tackle all that Virtuous has to offer... and if you're not quite ready, you at least know the best way to get help!