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Opening a Support Ticket

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Check the Help Centre

Before opening a support ticket, we recommend utilizing our Help Center, which provides a range of resources to help you resolve issues independently. To access the Help Center and explore different types of assistance, follow these steps: 
 
 

Accessing the "Get Help" Options

  1. In the top right corner of the Map View, click on "Get Help."
  2. Choose the type of help you prefer by clicking the corresponding "Open" button:
    • "Video Tutorials" for visual guides and demonstrations.
    • "Manual" for detailed articles and step-by-step instructions.
    • "Weekly Webinars" for live instructor training and interactive learning sessions.
    • "Community" to engage with other Scribble Maps users who may have encountered similar issues and found solutions.

By exploring the Help Center, you can find helpful resources, step-by-step instructions and practical guidance to resolve common problems. It's a great way to save time and get the answers you need without having to wait for support. You can save time by finding answers without waiting for support.

 
 

Troubleshooting

When encountering technical issues while using Scribble Maps, it can be frustrating and time-consuming to figure out what the problem is and how to fix it. Before contacting the support team, there are a few steps you can take to try and resolve the issue on your own.
 

Steps to take

  1. Save your progress: Before attempting any troubleshooting, make sure to save your work so you don't lose any progress if you need to restart the application.
     
  2. Refresh your browser: Sometimes, issues can be caused by a simple glitch in the system. Refreshing your browser can help clear any temporary files and fix the problem.
     
  3. Log out and log back in: Logging out and then logging back into your account can help reset your session and resolve any issues related to your account.
     
  4. Test in Incognito: Testing in an incognito window can help rule out any browser extensions or settings that may be interfering with the application.
If none of these steps resolve the issue, it may be time to contact support. Before doing so, it's important to gather information that can help the support team diagnose and resolve the issue quickly.
 

Gathering information

Here is a list of things to gather while testing in case a support ticket should be required:
  1. MapID.
    This information is essential for the support team to identify the specific map that is causing the issue.
     
  2. Browser used.
    Make sure to note the browser and version you are using as this can affect the performance of the application.
     
  3. Screenshots and/or videos.
    Taking screenshots or videos of the issue can help the support team visualize the problem and identify the cause more quickly.
     
  4. Steps taken that led to the issue.
    Be sure to note the steps you took that led to the issue as this information can provide valuable insight to help the support team reproduce the problem and identify the cause.
     
  5. Any Application Error received.
    If you received an error message, make sure to copy/paste the exact message as this can help the dev team diagnose the problem more quickly.
 
 

Opening a ticket

If everything was completed accurately, and the troubleshooting steps did not help, there may be a bug.
 

Contact Support

  1. From Scribble Maps:
    • At the top right of Map View, click on Get Help.
      The GET HELP menu will appear.
       
    • To the right of "Create A Ticket (Contact)", click the Open button.
       
    OR
    From the Manual or Community:
    • In the top Navigation bar, click on "Submit a request"
  2. Fill out each field in the form including all of the information requested above.
     
  3. Click Send.

By following these steps and providing the necessary information, you can help ensure that the support team is able to quickly diagnose and resolve any technical issues you encounter while using Scribble Maps.

 
 

Related

I got an error - "Application Error"

 
 

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