Submitting a Support Ticket

Overview

The Practifi Support team is available to help you resolve issues within your Practifi instance and answer your questions through our ticketing system. We use Zendesk, a leading customer support platform, to manage and track all support requests. This system ensures that every issue receives proper attention and allows you to monitor the progress of your requests from submission to resolution.

A well-structured support ticket helps our team understand your issue and provide the most effective assistance. Each ticket should focus on a single issue to ensure that our team can efficiently track, prioritize, and resolve your specific concern.

• Accessing the Support Request Form
• Completing the Support Request Form
• After You Submit

Accessing the Support Request Form

To submit a support ticket, navigate to the Practifi Success Portal homescreen and click the Submit a Request button. This will open the Zendesk request form, where you can provide details about your issue.

 

Completing the Support Request Form

The steps below outline best practices for completing the Zendesk request form. Following these guidelines helps ensure that our team has all the information needed to assist you effectively.

1. Add relevant team members in the CC field

   In the CC field, add any relevant System Administrator users from your firm who should be included in the ticket resolution process. Including the right stakeholders keeps everyone informed and facilitates communication when our team needs clarification or approval.

2. Provide a clear subject line

   Enter a short, descriptive summary of the problem or question within the Subject field. A clear subject line helps our support team quickly identify and route your ticket to the appropriate specialist.

   Example: “Feldman Household displaying incorrect phone number”

3. Describe the issue in detail

   Provide relevant information about your request within the Description box. Comprehensive details help our team understand and address your issue effectively. To assist our team, please include the following information:

   • Who: The number of users encountering this error. If this is happening to a specific user, please provide their name.
   • What: How is this issue displaying for you? Please describe the steps taken before encountering the error so our team can replicate the problem while investigating.
   • Where: Give a short description of where this issue displays for you within your organization. 
   • When: If applicable, please let our team know how long you have encountered this problem and when it began.

4. Select the integration name (optional)

   If a specific integration is in use when the error occurs, you can select it from the Integration Name dropdown by clicking the caret. This step is optional, but it helps our team quickly identify integration-related issues.

5. Choose a task category

   Click the caret in the Task Category field and select the option that best matches the category your issue falls under. Choosing the appropriate category helps route your ticket to the right specialist on our team.

6. Set the ticket priority

   Set the ticket’s priority so our team can triage your request appropriately. Priority levels help us allocate resources and ensure that critical issues affecting your business operations receive the appropriate level of attention.

   Priority meanings are as follows:

   • Low: A general question for support or an error that is not preventing daily work and is not widespread. 
   • Normal: The issue is widespread within your organization and does not prevent the user’s daily work. 
   • High: The problem is causing difficulty for users, but they can still access Practifi. 
   • Urgent: The issue completely prevents users from using or accessing Practifi, with no workaround. 

7. Add your internal reference number (optional)

   You can enter your internal reference number for this support request within the Your Reference field. This information is not required for ticket submission. Still, it can be helpful for your internal organization if your team uses a secondary ticketing system to track requests across multiple platforms.

8. Attach supporting files

   If the problem occurs on your screen, please send a screenshot or short video of the error using the Attachments field. Visual documentation helps our support team understand exactly what you’re experiencing. An ideal screenshot shows your entire browser window, including the page URL, which provides context for where the issue occurs within your Practifi instance.
   
   
    

9. Submit your ticket

   Select Submit to send the ticket to our team.

After You Submit

Once you submit your ticket, you will receive a confirmation email acknowledging receipt of your request. After reviewing your support request, the Practifi Support team will get back to you as soon as possible. The typical response time is within 24 business hours during standard business days.

You can track your ticket’s status and view any updates from our team at any time. For detailed instructions on monitoring your support requests, see our article, Keeping Track of Your Firm’s Requests.