What should I include in Mindmatrix support ticket requests?

What should I include in Mindmatrix support ticket requests?

Mindmatrix provides 24 hour global support Mon-Fri. You can access Mindmatrix support in the following ways:


Depending on the type of ticket request you're submitting, the following templates can be used.

Report a technical issue or bug

A bug or issue is a feature within Mindmatrix that is not functioning properly or as it was intended to.


Email Template:
Fill in the items highlighted in yellow.

---------------------------------


Hi support team,


I’d like to report what looks to be a software issue/bug.


[Brief explanation of the issue]


  • Portal (install) link: [Insert the link you use to access Mindmatrix]

  • Username: [Insert your username or email address]

  • Page: [Insert the Page URL where you found the issue and/or how you navigated to the page such as Setup>Asset Management>Templates]

  • Error message (if applicable): [Insert the message that appears if there is an error]


[Screen shot(s) and/or screen share video of the issue - Note: If the issue is hard to explain, a screen share video recording may be best to provide.]


Thank you,

[Signature]


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Request help with a task

A task includes an item that is being configured by the Mindmatrix team within the interface or otherwise an option that is included with Mindmatrix concierge services.


For reference:

Here are the types of tasks we can assist with.

Here are guidelines on requesting help with creating an asset.

Here is more information on turnaround times for tasks


Email Template:
Fill in the items highlighted in yellow.

---------------------------------


Hi support team,


Please assist with the following task.


[Include the required details depending on the task type per the above reference articles.]


Complete this task in the following user account:

  • Portal (install) link: [Insert the link you use to access Mindmatrix]

  • Username: [Insert your username or email address]


Please provide me with a timeframe estimate on when this task can be completed.


Thank you,

[Signature]


---------------------------------

Request a software enhancement

An enhancement is a feature that is not part of Mindmatrix functionality, but may be considered to be added to our roadmap as a product feature enhancement request. If it requires something custom solely for your portal, the team will request an RFP (request for proposal) be filled out, so the team can provide you with a scope of work and pricing for the project. 


More information on Mindmatrix software updates.


Email Template:
Fill in the items highlighted in yellow.

---------------------------------


Hi support team,


I’d like to submit an enhancement request.


Here are my user account details for reference:

  • Portal (install) link: [Insert the link you use to access Mindmatrix]

  • Username: [Insert your username or email address]


  • Feature Request Associated with this Page: [Insert the Page URL(s) where the feature exists and/or how you navigate to the page such as Setup>Asset Management>Templates]


  • This is how the feature works currently: [Insert brief description. Include screenshots and/or screen share recordings if applicable]


  • This is how I’d like the feature to work: [Insert brief description. It is helpful if you can provide screenshots with arrows/text/outlines/highlights of the items you’d like changed.]


Please review and let me know if this feature enhancement gets accepted. If so, share an estimated timeframe from your roadmap.



Thank you,

[Signature]


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