Creating a Great Support Ticket
Learn what to include in a support ticket so the VIDA Support team can understand and resolve your issue as quickly as possible.
Overview
A well-written support ticket helps the VIDA Support team understand your issue quickly, reducing the need for follow-up questions and allowing us to resolve your request as efficiently as possible.
Whether you're reporting a bug, requesting a change, or simply need assistance using VIDA, including the right information from the start makes a significant difference.
Before You Raise a Ticket
Before creating a ticket, consider the following:
- Have you searched the Knowledge Base to see if the answer already exists?
- Is this something that has happened before?
- Can you reproduce the issue?
- Have you gathered any screenshots or error messages?
If you're unsure whether something should be reported, raise a ticket anyway. We'd rather receive a ticket than have an issue go unreported.
Writing Your Ticket
A good ticket clearly answers each of the following questions.
- What were you trying to do? Explain the task you were performing, for example:
- Creating a new package in Launchpad
- Downloading assets from Connect 2
- Submitting an order
- Approving metadata
- Uploading content using Aspera
- What happened? Describe what you actually experienced, for example:
- An error message appeared.
- The page remained loading.
- The upload stopped at 75%.
- The button was unavailable.
- The asset never appeared in the library.
- What did you expect to happen? Tell us what should have happened instead, for example: "I expected the package to submit successfully after clicking Finalize."
- When did it happen? Include the date, approximate time, and time zone (if outside the UK). This helps us review system logs.
- Which asset, package or order was affected? Whenever possible, include identifiers such as Asset ID, Package Name, Order Number, Delivery Name, Client, or Project. The more specific you can be, the faster we can investigate.
- Include the page URL. Copy the full web address from your browser's address bar for the page you were on when the issue occurred. Every ticket should include this — it lets us go straight to the right place in VIDA without asking where to look.
- Include screenshots. A screenshot is often the quickest way for us to understand the problem. Where possible, include the full browser window, any error message, and the affected item highlighted.
- Copy error messages exactly. Rather than saying "It gave me an error," include the full error message exactly as displayed, for example: "Unable to create package. Required field 'Title' is missing." This can significantly reduce investigation time.
- Can you reproduce the issue? Let us know whether the problem happens every time, for example: every upload fails, only one package is affected, it only happens in Google Chrome, or it worked yesterday but not today.
- Tell us what you've already tried. If you've already attempted any troubleshooting, let us know, for example: cleared browser cache, tried another browser, logged out and back in, restarted Aspera, or tried another computer. This prevents us asking you to repeat the same steps.
Support Ticket Template
You can use the following template whenever raising a support request.
Summary — a short description of the issue.
What were you trying to do? — describe the action you were performing.
What happened? — describe the issue or error.
What did you expect to happen? — describe the expected behaviour.
Date and Time — include when the issue occurred.
Affected Item(s) — UUID, Package Name, Order Number, Library Name, or Project.
Page URL — the web address of the page you were on when it happened.
Error Message — copy the exact wording if available.
Steps Already Tried — list any troubleshooting already completed.
Attachments — attach screenshots, recordings or files where relevant.
Using an AI Assistant?
If you use an AI assistant such as Claude or ChatGPT, copy the prompt below into it. It will ask you the same questions covered in this article and put your answers into the template for you.
Help me write a support ticket for VIDA Support. Ask me the following questions one at a time, then use my answers to fill in the template below.Questions to ask me:
- What was I trying to do?
- What happened?
- What did I expect to happen instead?
- When did it happen (date, approximate time, and time zone)?
- Which asset, package or order was affected (e.g. Asset ID, Package Name, Order Number)?
- What is the URL of the page I was on when it happened?
- Do I have the exact error message? If so, what does it say?
- Can I reproduce the issue, and does it happen every time?
- What have I already tried?
Template to fill in with my answers:
Summary:
What were you trying to do?
What happened?
What did you expect to happen?
Date and Time:
Affected Item(s):
Page URL:
Error Message:
Steps Already Tried:
Attachments:
The more information you provide at the start, the faster we can investigate your request. Providing complete information helps us:
- Reduce follow-up questions.
- Investigate issues more quickly.
- Identify trends affecting multiple users.
- Escalate technical issues to the Development Team with all the information they need.
- Resolve your request as efficiently as possible.
Troubleshooting & FAQs
Yes. If you're unsure whether something should be reported, raise a ticket anyway. We'd rather receive a ticket than have an issue go unreported.
Yes. Include as much detail as you can — what you were doing, what happened, and when — even without a screenshot or exact error text. Any extra detail you can add later helps, but don't let missing information stop you from raising the ticket.
Complete information lets us investigate without needing to come back to you with follow-up questions, helps us spot trends affecting multiple users, and gives the Development Team everything they need if an issue needs to be escalated.
Wherever possible, the person experiencing the issue should raise the support ticket themselves, as they can provide first-hand information and answer any follow-up questions quickly.
However, if your organisation has its own internal support process for VIDA-related issues, you should continue to follow that process. Many organisations ask users to contact an internal support or operations team first, who will either resolve the issue or raise a ticket with VIDA Support on your behalf.
If your organisation does not have an internal support process, you can raise a ticket directly with VIDA Support using the guidance above.
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