How to raise a ticket in Freshdesk?

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".

Department

Please choose one of 4 departments depending on the type of your request:

1. Account management: Questions related to commercial terms, contracts, billing, access, and partnership development or any other question which don't suit to other categories.
2. Product support: Questions about product functionality, configuration, and business logic;
3. Tech support: Technical requests related to the production environment, including bug reports, feature requests, investigations, and general technical questions;
4. Trading support: Questions related to odds, lines, and trading decisions.

IMPORTANT: 

Agents all groups except of trading support are available during standard working hours. (09.00-18.00 CET or 08.00-17.00 UTC time zone)

For urgent or time-critical issues even during off hours, please contact Trading Support as the primary communication channel.

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:

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.