To submit your inquiries about COYO, you have the option of creating tickets in our Service Desk. These tickets are processed in the support times from Monday to Friday between 9:00 a.m. and 6:00 p.m. To allow us to respond to your inquiries as quickly as possible, it always helps us to present all of the information right from the start.
This article gives you an overview of the ticket types, the ticket status, and the ticket priority.
Ticket types
When creating a ticket, you have at the start the option of selecting a precise ticket type. The better you assess your inquiry, the better we can help you.
1. Service request
Use this ticket type if you need any service outside of reporting a problem. All your requests about these topics have a home here:
- Questions about COYO and its functions
- Help with the installation and an update of COYO
- Booking request for a service package or a license extension
- Questions about the contract, the license, or an invoice
The more information we have about your questions, the better we can answer them. When helping with an installation or an update of COYO we need e.g. your current .env file, as well as the backend.log file and which exact steps you have already done.
2. Issue
Use this ticket type if you want to report problems with COYO.
Tip #1:
When creating a ticket, the principle of "the more, the better" applies. The more precisely you describe your problem, the more screenshots you enclose, the faster we can help.
Tip #2:
Give us direct access to your COYO environment. Ideally, provide us with Superadmin access via our team e-mail address (team-service@coyoapp.com) and we can take a look at the behavior live. You can, of course, deactivate this account again once the problem is resolved.
It generally always helps if all of the mandatory fields in the ticket are completed diligently. If certain information is unavailable, you can highlight this in the respective field. We’ll be happy to help you find out where you can get this information. Screenshots and videos are always helpful for all tickets. To create these, either use the function in your operating system (Windows: Snipping Tools or macOS: CMD+SHIFT+5) or an online tool.
Please inform us if you’ve already checked certain conditions, as this reduces work on both sides: We don’t need to check again and ask you about it.
2.1 If a red error message appears at the bottom left.
If you see a red error message in the bottom left-hand corner within COYO, it would be hugely helpful for us if you could create and attach a HAR export of the behavior. You can learn how to do that here.
2.2 If only certain users are affected.
If only certain users are affected by a malfunction, please tell us who the users are who have noticed the behavior. This way, we can directly check the users by accessing your COYO. There are often inconsistencies in the permissions or other user-related settings.
2.3 If only certain browsers are affected.
If only certain browsers are affected, please tell us all of the necessary information about this affected browser:
- Browser version (Chrome, Firefox, etc., incl. the current version)
- Any installed plug-ins (Ad Blocker, translation tools, etc.)
- Operating system version (Windows, macOS, etc.)
2.4 If something occurs only under certain circumstances/for certain elements (pages, communities, devices, etc.).
If a partial malfunction occurs in your COYO environment, any information that points to this will help us. This can relate both to the element in your COYO and to the affected devices. If you have already noticed differences from other devices, then you’re welcome to tell us about these. Direct access to your COYO is also always very helpful to us in these cases.
Ticket status
When a ticket is processed, it can be given various statuses. You can find out here what the various statuses are and what they mean:
1. Open
A newly created ticket and/or answered by you is initially on our site and is given the status “Open”. This means we’re working on responding to your request and are possibly conducting tests or consulting our colleagues.
2. Awaiting your reply
If we’re waiting for a response from you, the ticket is given the status “Awaiting your reply”. If your ticket has this status, we need further information from you. You can always see in the ticket exactly what it is that we need to proceed.
3. Development status
If we have accepted a ticket for Development, it will keep the status “Open” since we, at COYO, are still working on the ticket. Additionally, the ticket's "Development status" field will be filled with the appropriate status.
These statuses may be:
- New
- To do
- Accepted
- In Progress
- Code Review
- Quality Review
- Merge & Ship
- Rejected
- Done
Once our product owners are focusing on your ticket, the status will change accordingly. In case of the status "In Progress" and "Merge & Ship" you will also receive a corresponding e-mail so that you always stay informed about your request.
4. Solved
The work on the ticket has been completed, so it’s finished. We’ll then set the ticket to the status "Solved". You’re welcome to reopen the ticket if you still have any questions. To do this, simply reply to the ticket again.
Ticket priority
A ticket with the ticket type “Issue” can be given one of four ticket priorities. Please select these using the following criteria:
1. Low
A service is running without restrictions in terms of functionality, quality or performance. General inquiries or another type of problem.
2. Medium
A service is running with limitations but is nonetheless available, or a workaround exists.
3. High
A service or an individual component of the service has significant quality limitations.
4. Blocker
A service is completely down, business-critical applications are unavailable, no workaround exists.
Note:
You won’t receive a quicker response if you rate a “low” bug as a “blocker”. Our Service Team may adjust your priority.
