1. General Information
You can submit a support ticket at any time on: https://support.sprylab.com/.
Support tickets are the only way to reach our support team, as they have some major benefits:
- Tickets reach the entire CS team, so that we can also support you if, your usual contact person is not available at the moment.
- You can keep track of the progress of your tickets, if you register on our Helpdesk portal.
This article is focussed on reporting an issue or a problem - you can also use a support ticket for other topics like feature requests or questions. More about the different kinds of requests can be found here.
2. Instructions
Creating a support ticket
Use the following steps to create a support ticket:
- Visit our Purple DS helpdesk in your browser at: https://support.sprylab.com/..
- If you are already registered, please log in with your access data at the Login.
- On the home page, click on New support ticket, below the search box.
- Enter the information in the text fields. Please describe the reason for your request as accurately as possible and provide complete data to identify your Purple product and project.
Note: Tickets that are missing important information can not be processed.
Required information:
Please provide the following information in the description box:- Description of the problem:
What happens when and what should be happening instead?
Please Note: "It doesn't work" is not enough for us to start an analysis. - Which app or tool is affected?
- If applicable: Which articles or issues are affected?
- When did you notice the problem?
- How often does it occur? /How many users reported this?
- Can the problem be reproduced?
If so, what are the exact steps to do this? - What steps have you already taken yourself to solve the problem?
Additionally required for Apps:- Which app version is affected? e.g. Preview Version 1.23 / Release Version 1.4
- Which platforms are affected: iOS or Android - Tablet or Phone?
- Device IDs of the affected devices? (Instructions on how to find this: here).
- Crash Data: If available, please send us your Firebase Crashlytics logfiles or grant access to the Firebase project.
- Description of the problem:
- If necessary, you can attach a file to the ticket, for example a screenshot. To do this, click + Attach a file.
- Click in the checkbox of the Capcha (I'm not a robot) and send your ticket to us by clicking Submit.
Tickets created within our business hours (9am-6pm CET Mon-Fri) are usually answered within 2-3 hours. In most cases you will receive the reply via e-mail. - Registered users can check the status of the processing at any time under Check ticket status.