Information to Include in Your Support Tickets

You can contact Support to submit support tickets. This article will explain the information you should include in your support tickets and will also explain how to capture screenshots that can be included with your request.

Online Ticket Submission Information

Please provide the following information (as applicable) to expedite your requests or questions:

• Which site are you working on? Where on the site are you working? Please provide the appropriate page or module URLs.
  • Examples: https://www.cp-example.civicplus.com/100/Page-Title, https://www.cp-example.civicplus.com/admin/AgendaCenter
• With what device and browser are you accessing the site?
  • Examples: Desktop using Internet Explorer in Windows 7, CivicPlus Mobile App on iPhone
  • Resource: What is My Browser?
• What steps consistently reproduce the issue? Thorough details allow us to more quickly diagnose issues.
• What users are experiencing the issue?
  • Example: All users, front-end users who aren't signed in, just yourself
    
    Note: Depending on the issue, we may be able to contact the users who are experiencing the issue. Please include the email addresses of the user(s) that are experiencing the issue, as relevant.
• Please attach any screenshots, videos, or other related information to your ticket.

Article Navigation

How to Take Screenshots

Windows 10

1. Press the Start button on your computer's taskbar
   
2. Type Snipping Tool into the search bar and select the Snipping Tool app
   
   
3. In the Snipping Tool app, click the Mode dropdown and select the Window Snip option
   
   
   Note: The screen will adjust to being slightly darker; this is normal behavior.
4. Click on the screen with the issue you are looking at (if using multiple monitors)
5. A preview box will pop up with the screenshot you took
6. Click the Save Snip button (floppy disk icon) on the toolbar
   
7. Upload the file to the chat with the Agent

Mac OS X

1. Press and hold the Shift, Command, and 3 keys on your keyboard at the same time
2. If you see a thumbnail in the corner of your screen, click it to edit the screenshot or wait for the screenshot to save to your desktop
   
   Note: By default, screenshots are saved to your desktop with the name ”Screen Shot [date] at [time].png.”
3. Upload the file to the chat with the Agent

Article Navigation

Article Glossary

The terms located in this section are listed alphabetically.

• .png: Portable Network Graphics file extension
• OS: Operating System
• URL: Uniform Resource Locator
• X: Ten

Article Navigation

Resources

• How to Use Live Chat

Article Navigation