How to raise a ticket in Freshdesk?

Created by anna n, Modified on Mon, 24 Jun, 2024 at 12:28 PM by anna n

This article is devoted to explanation of ticket creating flow to Data.Bet in case if a partner faces some issues or wants to request some additional features.

In order to make a new ticket:

Go to customer portal
Click on "submit a ticket" button at the right upper corner
Fill in below mentioned fields one by one

Summary

Write down short name of your ticket.

Please put the name of your project into the ticket summary.

Examle: "[NAME OF BRAND] Fixing the bug in a sidebar".

Description

Please describe your complaint or request in details by the following schema:

brand (if there are several brands, mention all of them)
stage or prod
if relevant mention also platform (website, mobile version, mobile apps)
issue (describe what problem you faced or what problem you can solve by developing a feature)
the goal (describe which "pain" do you solve by developing a feature or adding some functionality
expected result (describe the task in details which result you want receive at the end)
if there is strict deadline, please mention it as well

If you have clarifying documents/screenshots/videos (max 20MB per video), please attach it to the task (scroll to the bottom of the page, there is such opportunity)

Type

Bug:

incorrect display of SPA components;
missing/ not updating/ incorrect data for sports events;
issues with accepting/ settling bets;
lack of translation for markets/ odds/ sports/ statistics;
errors when interacting with DATA.BET services;
any other error or issue hindering proper operation.

Task:

add localization/translations;
implement/improve components in SPA;
implement new functionality for obtaining specific data;
implement API for retrieving data from DATA.BET services;
other tasks that do not hinder the operation of the data.bet product but enhance it or assist a partner

Priority:

Please choose of four priorities depending on how this bug/task is critical:

Low	feature/fix that does not affect the functionality's operability but would be good to implement it when there is available resource
Medium	feature/fix without which the implemented/integrated functionality may work in normal mode, but the fix/developing would significantly simplify/improve its operation
High	important feature/fix without which the implemented/integrated functionality will work with errors/bugs)
Urgent	Without resolving a task with such a priority, the operation of previously implemented functionality is impossible (blocked). An urgent enhancement/fix, without which the implemented/integrated functionality for a partner cannot work correctly.

Product

This field is automatic and it's always filled in with "Data.Bet", you don't have to change anything there.

If you have any questions please contact account management team in skype.