Creating a support request

When you create new support requests, you should aim to provide as much information as possible to the agent you are working with. The first thing we seek to do when investigating a case is replicate the issue that you are experiencing ourselves. This is so we can 'reverse-engineer' the issue and determine whether it is a bug or something we can resolve on the spot or provide a temporary workaround for.


What information should I provide?

It can vary depending on what your query is about but generally, the minimum amount of information we need to get started on your case is:

  • A detailed description of the behaviour you're seeing, and how it differs from what you expect to be seeing. This is important as in some cases what you expect to see may be different from what we'd expect to see.
  • Screenshots of the issue – a whole-screen screenshot is often best so we have context and can see exactly where you are in the app, annotation (arrows, circling) can also be useful.
  • Detailed steps to replicate the behaviour you are finding. Use as much terminology from the interface as possible, as t

If necessary, the following may also be helpful:

  • The Project ID(s) and page ID(s) where you're seeing the behaviour if the issue is with a specific Project or page. Here's a quick video to show you how to find them.
  • The environment you are working in. For example:
    • the specific browser and browser version
    • whether you're using a mobile or desktop computer
    • are you viewing the course in an LMS or an Online Link release?
    • Do you use a VPN?
  • Consider adding a screen capture video as this can often help explain a complex issue more quickly than trying to write a description. Loom is a great, free tool that is useful for creating screen recordings. 

Providing this information early in the conversation can help shorten the resolution time, but keep in mind that we may still need to ask you for more information or clarification as we work through your case. 


What can you help with?

The primary purpose of our technical support service is to help users in Elucidat who encounter issues or bugs or have questions about how to use the platform.

Issues that only appear in an environment outside Elucidat (for example in an LMS or another platform) are outside the scope of our support offering. In these cases, we recommend opening a support ticket with the team responsible for supporting the platform or software so they can assist you. 

We're always happy to review feedback other support teams provide and, if necessary, re-assess the case depending on their conclusions. 


Do you offer learning design advice?

We can offer limited advice on how to develop your courses, however, this is not the primary focus of the support service so you may encounter some delays with these kinds of requests. If you'd like help with improving the design of your courses and building engaging elearning, we'd recommend that you consider speaking to our Learning Consultancy team.


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