Profitz - How to log Support Tickets for quicker resolutions

Send tickets to [e-mail]

We understand that running into an error is an incredibly frustration experience for our users. We want to minimize the amount of pain you go through and get the problem resolved as quickly as possible. We can help much faster if you provide as much information about your problem as possible.

Errors

1. What is the error? A screenshot of the error is the best way to send us this information. You can use the inbuilt windows snipping tool to take a screenshot, and then paste it into the email.

2. What were you doing when you got the error?

Just a simple outline of what you were doing – I clicked on X and then Y happened, or I entered 1234 into a particular field and then the error appeared on screen. The faster we can replicate the error, the faster we can get it fixed!

3. What were you expecting to happen? 

This might seem obvious, especially if you’ve told us what you were doing when the error happened, but it gives us context to the problem which is important. Can be as simple as ‘I was trying to enter a new creditor account’ or ‘I was trying to receipt a debtor payment.’

4. What menu item were you using? The quickest way to get us that information is to copy the URL from the browser. For example:

https://profitz.costcon.nz/main/Demo/Creditors/Creditor%20(Supplier)%20Setup

Processing Queries – How do I?

5. Let us know what you’re trying to do, as simple as ‘create a journal entry’ or ‘use the creditor payment processor.’

6. Let us know what you want to happen – as with the error tickets, this may seem obvious to you and in a lot of cases it is, but we need as much context as possible. If you tell us you’re trying to enter a journal, but you actually mean a job cost journal, telling us the outcome you’re after points us in the right directions. ‘I want to move these costs from JobA to JobB’ – we know exactly how to help you.