Now Live! AppDynamics Support ticket simplified, get the details

[Claudia.Landivar]

Heads up! AppDynamics Support has updated the Zendesk form used to open Support Engineering tickets. 

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LIVE! May 3, 2021 AppDynamics Support made a new Zendesk ticket request form available to customers. 

Table of Contents

• Overview — What you need to know
• Step-by-step walkthrough of the updates
• Additional resources

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Overview – What you need to know

Expect ease-of-use changes to include:

• A more intuitive sequence in the fields you are required to complete
• Elimination of out-of-date and now obsolete fields

 

Here's a preview of the updated form:

You'll notice in the screenshot all the new changes. 

Table of Contents

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Step-by-step walkthrough of the updates and new sequence

1. Go to www.appdynamics.com/support and click Support Portal.
   
   
2. Sign in with your AppDynamics username and password.


   
   
3. Open the ticket entry form by clicking the Create New Request tab under My Activities.
   
   
   The Submit a request form will open.
   Find AppDynamics' Zendesk Support request form at Home > Submit a request
   
   
4. Choose your ticket priority from the drop-down: Low, Normal, High, or Urgent.
   [Support request form] Each priority in the drop-down shows a tooltip description
   
   Hover over the info button for definitions of each priority level.
   [Support request form] Hover over the information button for a summary of priority descriptions
   
   
5. From the drop-down, you will select the general AppDynamics application area where you are experiencing a problem.
   [Support request form] Choose the AppDynamics product area where you're experiencing an issue
   
   
6. Click and select the type of problem you're experiencing from the drop-down.
   [Support request form] From the drop-down, choose the kind of issue you're experiencing
   
7. If relevant to your issue, select your Controller version from the drop-down.
   [Support request form] OPTIONAL - If applicable, indicate your Controller version
   
   
8. Under Subject, type a concise and meaningful description of your issue.
   
9. Describe your issue, including the details of your request.
   
   Don't forget to include contextual information like technical and impacts, reproduction steps, and what you have already attempted. See What are some tips for creating a Support ticket section under the How do I submit a Support ticket FAQ for a detailed discussion.
   
   You can hover over the information icon to learn more.
   [Support request form] Add emails for people you want to be notified, as well as supporting documents
   
   
10. Need to include others in ticket-oriented conversations? Add their email addresses in the cc field.
    
11. Finally, browse or drag relevant screenshots, documents, and logs into the Attachments box.
    
12. When complete, click the Submit button.
    [Support request form] Finish by adding emails of those you want notified of progress, and upload supporting documentation before you click the Submit button
    

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Additional Resources

To learn much more about preparing and submitting your help request, see the Knowledge Base article, How do I submit a support ticket FAQ.

Contributors: Bharath.M, Javed.Maqsood

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[Alberto.Astolfi]

Great job. Thank you.

[Ben.Andress]

Will this change also be filtering the most recent updates to the first page of the support ticket with the historical data appearing after? Would be great to not have to scroll all the way down the page and advance to the later pages just to see the most recent information.

[Javed.Maqsood]

Hi @Ben.Andress - Answer to your question is 'no'. This change will not impact how support ticket information is displayed on a ticket. I will however take your comment in consideration and do an internal review of this functionality to see if we can improve your experience in the future. 

FYI: @Bharath.Kumar M 

[Jeanie.Kedia]

Hi Community, 

The Support ticket changes previewed above are now live. Let us know if you have any questions. 

Best,

Jeanie