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1.2. How to Get Issues Resolved Quickly
Our research indicates that users who perform the following steps get their issues resolved much faster than those who do not:
- Use Trumpet's Knowledge Books to research your issue. You may find that a resolution has already been posted.
Tip: The 'Troubleshooting Tips and Tricks' chapter of each application's Knowledge Book has the resolution to most issues you will encounter. - Submit a support ticket to Trumpet's support team by emailing support@trumpetinc.com. Be sure to:
- Clearly describe the problem – Describe exactly what you did, exactly what happened, and exactly what you expected to happen. The more information you give us up front, the faster we'll be able to resolve your issue
- Include screen shots of error dialogs or screens that you are using to recreate the problem
Note: See "How to take a screen shot" if you haven't done this before
To really make things move quickly, perform the following bonus steps as well: - Check if the problem happens on other users' workstations besides your own
- Describe when the problem started happening
Your end goal should be to enable a Trumpet support technician to recreate your issue. If you don't provide the information up front, we will have to spend iterations requesting the information from you.
For urgent issues, see this article: What to do if you have an urgent issue
Some Examples
| Initial attempt: | "When I try to search for text in a file, it doesn't work" |
| Much better: | "When I do a text in file search (see attached screen shot of the Find dialog I am using), the document list returns no documents. I think that it should return document 74325, which contains the text phrase 'investment policy.' This used to work, but hasn't worked since Monday." |
| Initial attempt: | "Worldox isn't working on my computer" |
| Much better: | "I can launch Worldox, but when I open a new Word document and click the Save button, I get a regular Save As dialog (see attached screen shot) instead of the Worldox index card. This worked fine until this morning. Other users aren't having this issue." |
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