Please find below a few tips which will help us to process and resolve each request in a timely manner.
Use the Support button in Backstage
The Support button is the recommended way for contact us.
By sending a request via the Support button while you are in your workspace in Backstage, we will automatically receive the following information:
- The workspace you are working in.
- The organization you are a part of.
- What your request is about.
This information will help the Support team to process the request as quickly as possible, or escalate it to another team, if necessary.
Provide as much information as possible
If you are wondering what information we need to identify an issue, below are a few questions to consider when you’re submitting a request. The answers to these questions will help us reproduce your same actions and hopefully resolve it quickly as well:
- What are the precise steps you took when the issue occurred?
- What are you trying to accomplish?
- What actually happened?
Any other technical information that you have will help us to resolve your issue faster and more efficiently.
If the request is related to your Backstage workspace, please provide:
- Your browser name.
- Your browser version.
- The operating system of the laptop or PC you are using.
If the request is related to your app, please provide:
- The app name.
- The app version.
- The device model.
- The device operating system and/or version.
Send a new support request for each new issue
Whenever the initially reported issue or request was resolved, and perhaps a new one arises, please submit a new request, as opposed to following up in an existing thread.
This will help us track all reported technical errors, feasibility questions, and other types of request, so we can continuously upgrade and improve our platform.
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