We have noticed that many support tickets are submitted with only a one-line description of the issue. Although we understand that you need help when things are not working as expected, this can slow down the resolution of the ticket. We have different support team members who specialize in different Intella features, and without more detail, we may not know whom to assign the ticket to. Following up with basic questions to obtain more information delays the resolution further and takes more of your time.
To help ensure a prompt resolution, we recommend providing as much detail as possible in your initial support ticket. Here are some tips on what to include:
- Provide a detailed description of the issue, without worrying about providing too much detail. For example, "When I try to OCR, Intella crashes" or "During processing, Intella gives me an error when I try to index a source."
- Expand on the issue with details such as when it happened, whether an error message was displayed, and whether you can reproduce the issue. Let us know as much as possible so we can have a clearer picture of the issue.
- Inform us of any recent changes, such as Windows updates, new hardware, or installation of antivirus or other software that could impact Intella.
By including this information, we can more quickly identify the issue, assign it to the appropriate support team member, and work towards a timely resolution. Please see the "Tips on submitting a support ticket" graphic for additional steps to ensure a detailed support ticket.