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How do I get my App Xchange Support tickets answered as quickly and easily as possible?

Best practices for submitting App Xchange Support tickets that can be answered efficiently and accurately. Or, how to submit "good" support tickets.


To ensure efficient and effective resolution of your issues, we recommend the following best practices when submitting support tickets:

  • Specify the Issue Clearly:

    • Provide a concise and descriptive title/subject for your support ticket.
    • Clearly state the problem you are encountering, including any error messages, system behavior, or discrepancies.
    • What outcome are you trying to achieve?
  • Include Relevant Information:
    • Mention the integration and the specific dataflow or process affected by the issue. Include specific examples of data whenever possible. 
    • Indicate the date and time when the problem occurred, if applicable.
    • Specify any recent changes or actions your company has taken that might be related to the problem (i.e. server upgrades, ERP changes).
  • Share Troubleshooting Steps Taken:
    • Describe the steps you've already taken to troubleshoot the problem. This includes any actions you've performed to isolate, resolve, or workaround the issue.
    • Let us know if you've reviewed user manuals, knowledge bases, guides, or internal documentation. Or if you've worked with other systems' support teams or consultants.
  • Communicate Severity and Impact:

    • Clearly communicate the impact of the issue on your business operations. Is it a minor inconvenience, a critical problem, or something in between?
    • Specify your preferred resolution time frame if applicable.
  • Avoid Support Ticket Pitfalls:
    • Avoid overly general or vague descriptions such as "Its broken" or "It isn't working." without providing some specific examples of missing data, failures, etc.. Tickets that contain relevant, specific information have faster turnaround times than tickets that need rounds of follow-up for more information.
    • Don't forward lengthy email chains. If its absolutely necessary, please help us out and provide a brief summary.
    • Don't respond to old tickets (closed for > 1 week) to report a new or related issue. Please send a new email or open a new ticket instead, which will get the issue on the team's radar faster.
  • Stay Engaged:
    • Check your email for updates from our team.
    • Respond promptly to any requests for additional information or clarification.

By following these best practices, you can help our support team address your App Xchange issues with greater accuracy and efficiency. Your proactive approach in specifying the problem and providing troubleshooting steps will greatly assist us in providing a quick resolution, allowing you to get back to your normal operations as soon as possible.

If you have any questions or require further assistance, feel free to contact our support team at xchange_support@trimble.com