Avni users with priority support can report issues by raising tickets on Freshdesk.
They can be raised by multiple ways
1. Using Freshdesk Web application : Access the Freshdesk portal at https://avni.freshdesk.com/. If you don't have an account, you can easily sign up or log in.
2. Using Freshdesk Mobile Application : Freshdesk has both android and ios application. Install the Freshdesk mobile app for easy ticket creation on the go.
3. Email : Alternatively, you can report issues by sending an email to support@avni.freshdesk.com
While all three options are available, options 1 and 2 are preferred as they allow you to provide all relevant details when creating a ticket.
When creating a ticket, please ensure to include the following details accurately:
1. Title
2. Description : Avni is a versatile platform customized for multiple projects. Our support team handles various projects and may not have complete context about your specific project. When reporting an issue, please describe the steps you are following and the issue you are facing. Consider including following :
- Application - mobile or web where you are facing the issue
- Screenshot or recording covered more in the Attachments point below
- If it is reports related issue, URL/link of the report
- If it is reports related issue involving showing wrong numbers, explain what number you are expecting and what number you are seeing after applying which filter, etc.
3. Attachments : For better understanding, always attach a screen recording if the issue relates to workflow, or a screenshot if it pertains to on-screen visuals. This will help our support agents understand the issue clearly and provide a faster resolution.
4. Priority : Our support agents prioritise tickets based on urgency, following this order: Urgent > High > Medium > Low. For urgent tickets, we aim to provide resolution within the day or as early as possible. A ticket qualifies as Urgent only if an existing functionality is broken, user is blocked and there is no workaround.
After a support agent asked for any clarifications on the ticket you have raised, we request you to provide prompt response for us to provide you the resolution faster.