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How to Open a Ticket

This guide shows how to open a ticket for the BotCity support team and track the service.

My area

On the My Area page, you track the status of your tickets.

Knowledge Base

Many common questions and errors already have a documented solution. Before opening a ticket, check BotCity's self-service content: you may solve the problem right away, without waiting for support.

Check the FAQs before opening a ticket

Both sources are updated frequently:

  • Knowledge Base: articles and FAQs from the support portal, with solutions to the issues most often handled by the team.
  • Frequently asked questions (FAQ): documentation answers to common questions, such as network blocks during installation, dependency errors when running the automation, and Community account limits.

Support channels

You can open a ticket through different channels. Choose the most convenient one for you, considering the level of detail each one provides:

Channel Submission Notes
Support portal Full form Recommended channel. The form guides you through all the information the support team needs.
Chat on the support portal or in the Orchestrator Form in the chat Faster, because you open the ticket without leaving the Orchestrator. Include as many details as possible.
Email (support@botcity.dev) The email you send becomes a ticket Convenient, but it doesn't indicate which information to send. If any information is missing, the service may take longer.

Open a ticket

Go to the New Ticket page and fill out the ticket form.

General information

  1. Secondary contacts (CCs): additional emails of the people who will follow the ticket.
  2. Classifications: select the request type:
    • Question: ask the support team a question.
    • Report a bug: report a bug or error for the support team to analyze and fix.
    • Request a Feature: request the creation of a feature.
    • Hands On: request consultative support to help you get hands-on.
    • Tech Follow: request periodic follow-up from the support team.
    • Consultative support: request guidance from the support team on best practices and technical decisions for your automation operation.

  3. Subject: ticket title.

    Check the suggested articles

    As you fill in the ticket title, the portal suggests articles on the right side of the page. Read the suggested articles, because they may solve your problem faster.

  4. Description: full description of the problem found.

    Describe the problem in detail

    The more detailed the description, the faster the support team can reproduce and prioritize the issue. Whenever possible, include:

    • What you were doing: the action or flow in which the problem happened.
    • Error message: the exact error text, copied from the screen or the log.
    • Where it happened: the name of the automation, the task ID, and the Runner involved.
    • When it happened: the approximate date and time, with the time zone.
    • Frequency: whether the problem always happens, sometimes happens, or happened only once.
    • Recent changes: changes to the code, the environment, or versions made before the problem.

  5. Priority: select the impact level of the request. The response time for each priority is in the Deadlines table.

    • High: operation stopped.
    • Medium: operation delayed.
    • Low: no impact on the operation.
    • Feature: improvement suggestion.
  6. Product name: indicate the product in which the error occurs:
    • Academy
    • Consultative Support
    • Insights
    • Orchestrator
    • Runner
    • SDK and Frameworks
    • Session Manager
    • Studio

  7. Attach a file: send the files that help the support team analyze the error:

    • Runner or execution errors: send the Runner log, located at \BotCity\logs\log.txt.
    • Package download or extraction error: send the Runner log, located at \BotCity\logs\log.txt, and a screenshot of the \BotCity\run\temp\ folder.

    Attach as much information as possible

    The more information, the faster the support team can reproduce and prioritize the issue.

Specific information

Depending on the selected classification, the form shows additional fields.

  • Request a Feature:
    • Feature Request Type: select whether it is a new feature or an improvement to an existing feature.
    • What is your suggestion or improvement: describe the feature or improvement you propose.
    • Use case examples: describe real situations in which the feature would be used.
    • What problem will this feature solve: explain the current difficulty or limitation that the feature solves.
    • Do you know any similar product or reference: if any, indicate products or references with a similar feature.
  • Report a bug:
    • Feature: select from the list the feature affected by the error.
    • Bug priority: select from the list the impact of the error on your production environment.
    • Expected behavior: describe the behavior that should occur if there were no error.
    • Steps to reproduce: if possible, provide the steps that led to the error.
  • Consultative support:
    • What type of assistance do you need: describe the type of guidance you expect from the support team.
    • Define the expected result or solution: explain what you expect to achieve at the end of the service.

Review before submitting

Before submitting the ticket, review all the information you filled in.

Example of a completed ticket

Ticket opening form showing the Secondary Contacts (CCs), Classifications set to "Bug Report", Subject, and Description fields filled in Continuation of the form showing the Priority, Product Name, Feature, Impact on the Environment, Expected behavior, and Steps to reproduce fields

Track the ticket

After you create the ticket, you are directed to the page where you track the progress of the service.

Created ticket page showing the properties panel with Ticket Id, status, response deadlines, and attached files

You also receive a confirmation email.

Confirmation email stating that the ticket was created, with the ticket number and the "View ticket" button

Reply to the ticket

When your ticket receives a reply, you are notified by email. You can reply by email or through the portal.

Ticket reply received by email, with the support message and the service rating icons

Ticket reply editor in the portal, with the CCs field, text formatting toolbar, and the Send, Save Draft, and Cancel buttons

If you forgot some information, add a comment to complement the ticket.

Comments only through the portal

Comments can only be added through the portal. By email, you can only send replies.

Field to add a comment to the ticket, with the option to attach a file and the Add Comment and Cancel buttons

Rate the service

Your feedback helps improve the service. If you liked the service, rate it, so we know we're on the right track. If something didn't please you, tell us, so we know where to improve.

Deadlines

The ticket response time varies according to the contracted plan. The table below shows the response times by plan and priority.

Plan High Priority Medium Priority Low Priority
Standard High 4h/24h Med 12h/48h Low 48h/TBD
Enterprise High 4h/24h Med 12h/48h Low 24h/TBD