Our job at SourceLink℠ is to help you get to the bottom of technical issues that may occur from time to time on SiteConnex™ websites, SourceLink℠ Pro CRM or The Resource Navigator® interactive database. In order for us to give you the best possible resolution quickly, it helps when we are given a complete picture of issue at hand.
Every ticket sent to [email protected] should contain the following:
- What you expected to have happen (versus what happened), and any error message shown. Particularly with our SiteConnex websites, we’ve built in custom error messages and codes to help us quickly identify issues and get to resolution fast. The more you can tell us about what happened that was not expected along with what the browser told you was the issue, the faster we can get to the bottom of the underlying problem.
- A screenshot of your entire screen. When we have a screenshot that shows the full screen, we can often find other useful pieces of information, for example, the date/time, your browser/operating system, webpage address, other tabs you have open, and in some cases, even what browser extensions are running. All of this gives us a much more rich picture (literally) of what is going on.
- Confirmation (or not) that the error is happening for others on or off your team. Generally, if more than one person experiences the same issue, that helps us escalate the support ticket and validates that what is happening is not specific to a particular affiliate, browser, computer, and/or internet connection environment. Bonus points if you can test an issue both at home and at work!
- For any bugs in question, we love detailed technical information. At minimum: your operating system and version (Windows 11, MacOS Big Sur, etc); Browser & version (Chrome 110.0.5481.178, Safari 16.3, Edge 111.0.1661.51, or Firefox 111.0), and last, but very important, the exact or closest date and time of the issue when it occurred. Here is a very handy tool to help give us some quick answers on these questions.
- Your priority and impact of the issue. This helps us understand if this is something that needs to happen in order to meet a Friday at 5pm deadline (which we understand sometimes happens).
To ask questions such as, how to pull a report or how to import data, etc., please check our online documentation first at sourcelinkkb.wpengine.com. If you need further assistance, please email our Help Desk, [email protected] rather than an individual staff member. That way all our help desk staff can see your question.
Thank you!