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Support Issue Types for Better Tracking

Support Issue Types

  1. Bug/Defect:
    • Description: Unexpected behavior, errors, or flaws in the software.
    • Example: "The application crashes when attempting to save a document."
  2. Feature Request:
    • Description: Requests for new functionalities or enhancements.
    • Example: "Add a search bar to quickly locate items in the inventory."
  3. Installation/Configuration:
    • Description: Issues during software installation or configuration.
    • Example: "I'm unable to install the software on my Windows 10 machine."
  4. Performance/Speed:
    • Description: Complaints about slow performance or responsiveness.
    • Example: "The application takes too long to load large datasets."
  5. Compatibility:
    • Description: Problems with the software's compatibility.
    • Example: "The software is not compatible with the latest version of macOS."
  6. Security Vulnerability:
    • Description: Reports of potential security risks.
    • Example: "I've identified a security vulnerability that allows unauthorized access."
  7. User Interface (UI)/User Experience (UX):
    • Description: Issues related to the design or usability of the interface.
    • Example: "The color contrast in the application makes it hard to read text."
  8. Documentation:
    • Description: Requests for clarification or improvement in documentation.
    • Example: "The user guide does not explain how to perform a system backup."
  9. Data Integrity/Corruption:
    • Description: Reports of data issues or corruption.
    • Example: "Some records in the database appear to be corrupted."
  10. Integration/API:
    • Description: Problems with integrations or API interactions.
    • Example: "The software is not syncing data with our CRM system."
  11. Login/Authentication:
    • Description: Issues with user authentication or login failures.
    • Example: "I can't log in to my account despite using the correct credentials."
  12. Network/Connectivity:
    • Description: Problems related to network or server connectivity.
    • Example: "Users are experiencing intermittent connection issues."
  13. Training:
    • Description: Requests for additional training or guidance.
    • Example: "We need additional training on the new reporting features."
  14. License/Activation:
    • Description: Issues related to software licensing or activation.
    • Example: "My license key is not being accepted during activation."
  15. Billing/Subscription:
    • Description: Questions or problems related to billing or subscriptions.
    • Example: "I was billed twice for the same subscription period."
  16. Workflow/Process:
    • Description: Issues with software workflows or processes.
    • Example: "The approval workflow is not functioning as expected."
  17. Mobile App:
    • Description: Problems specific to the mobile application version.
    • Example: "The mobile app crashes when opening attachments."
  18. Accessibility:
    • Description: Concerns related to software accessibility.
    • Example: "The software does not meet accessibility standards for visually impaired users."
  19. Notification/Alerts:
    • Description: Issues or requests related to notifications or alerts.
    • Example: "I'm not receiving email notifications for new messages."
  20. Server/Infrastructure:
    • Description: Problems with the software's server infrastructure.
    • Example: "The server is experiencing downtime, impacting access for all users."
  21. Data Migration/Import/Export:
    • Description: Issues related to data migration or importing/exporting data.
    • Example: "Importing data results in duplicate records in the database."

These examples illustrate the diverse nature of software support tickets and the importance of having well-defined issue types to streamline the support process. Adjust the list based on the specific needs and features of your software.

Workflow/Process Details Information:

  • Definition: Issues related to how users interact with the software, the sequence of steps involved in completing a task, or the overall flow of processes within the application.
  • Examples:
    1. Inefficient Process: Users may report that a particular process is inefficient, requiring too many steps to achieve a specific goal.
    2. Confusing Navigation: Users may find it challenging to navigate through the software due to unclear menus, buttons, or navigation paths.
    3. Lack of Guidance: Users might express difficulties in understanding how to perform a specific task due to a lack of guidance or instructions.
    4. Missing Workflow Feature: Users may request the addition of a feature to streamline a particular workflow or process.
  • Resolution Approaches:
    1. Usability Improvements: Enhancements to the user interface (UI) or adjustments to the software's design to improve user experience and clarity.
    2. Training and Documentation: Providing additional training materials or improving documentation to guide users through specific workflows.
    3. Feature Requests: Assessing user requests for new features that can enhance or simplify existing processes.
    4. User Feedback Analysis: Gathering user feedback to identify pain points in existing workflows and iteratively improving them.
  • Importance:
    • Addressing workflow and process issues is crucial for enhancing user satisfaction and ensuring that users can efficiently perform tasks within the software. It contributes to a positive user experience and reduces the likelihood of errors or frustration.

By categorizing issues under "Workflow/Process," support teams can focus on addressing aspects related to how users interact with the software, leading to improvements that positively impact overall usability and user satisfaction.