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News & Announcements

Now Live! AppDynamics Support ticket simplified, get the details

Claudia.Landivar
Community Manager

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

Subscribe to this post to be notified when changes are live.
Click the 3-dot menu upper right, then subscribe
Comment below if you have questions. 

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

 

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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  • Elimination of out-of-date and now obsolete fields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. 

Zendesk form_Full -cropped@2x.png

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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.
    AppDynamics-Signin-Support Portal@2x.png
  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.
    Support ticket #2.png

    The Submit a request form will open.
    Find AppDynamics' Zendesk Support request form at Home > Submit a requestFind 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[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[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[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[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[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[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[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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Comments
Alberto.Astolfi
Producer

Great job. Thank you.

Ben.Andress
Producer

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
AppDynamics Team

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.M 

Jeanie.Kedia
Community Manager

Hi Community, 

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

 

Best,

Jeanie