How to Report an Issue
If you ever have an issue with the Y Meadows application, it is possible to create a support request online. This is the best way to get help and is also a great way to send suggestions about how to improve the application. At the top of every page in the Y Meadows application, is a toolbar that contains a link to the Help Center where it is possible to create a support ticket.
The support site can also be reached directly using this link https://ymeadows.atlassian.net/servicedesk/customer/portal/1
In order for Y Meadows to inform users about issue resolution, a support account is needed to create a ticket. Support accounts are free and are open to any user. First time users should use the "sign up" link to create a new account and follow the instructions provided. The process will require access to an email account - it is preferred that corporate email accounts are used for filing tickets so that it is easier to isolate any reported problems.
After logging in (or creating an account if needed) there are 3 options available:
Suggest a feature
Submit a request or incident
Ask a question
To report a problem, use the second option. (The other options will not be discussed here as it is hoped that their meaning and purpose is clear. Following the on screen prompts should provide the expected results.)
All of the fields in the form are required except for screenshots (which may not be applicable).
Summary:
Include a brief description of the problem which would help someone quickly identify the ticket.
Urgency:
If help is needed immediately because the application is not accessible, please choose Critical. High, Medium and Low criticality can be assigned according to the user's perspective. All tickets are addressed as quickly as possible and urgency is used to prioritize resolution in the case of multiple, simultaneous issues.
How to select the Correct Urgency:
In general, use your best judgement to assign the Urgency of an issue. If there are failures that are impacting business operations, use the severity of the impact to gauge the urgency. Some examples are provided below to help in making a determination.
| Description | Urgency |
|---|---|
A single user is experiencing a password issue or can't log in for some other reasons | Low |
Some users (more than one) can not log in | Medium |
Users can log into Y Meadows but can not access certain parts (other than the review queues) | High |
Automation is running but a significant portion of the actions being taken are incorrect | High |
The Y Meadows application can not be accessed by multiple users but the automations are still running correctly | High |
The AI is not labeling messages and/or the automations are not running | Critical |
Users can log into Y Meadows but can not access the review queues | Critical |
Company Name:
It is important that Y Meadows is able to identify the correct instance of the application which is experiencing an issue. The company makes this possible. Usually, there will already be a company available in the drop-down list. If the correct company is not available, please create one and note that spaces are not permitted in company names. For example, if the company name is ACME Coyote Supply Co., then you would type ACMECoyote, omitting all spaces. As long as the Y Meadows team can identify the correct company the exact name is not important.
What Are the Details of Your Request?
This is where it is important to give as much information and detail as possible about the issue that is being experienced. The more information given here, the more quickly a problem can be resolved.
Screenshots:
If screenshots will help explain the issue, please upload them before sending the ticket.
As the Y Meadows team starts to work on the issues, email updates will be automatically sent to the reporter’s email account. It is also possible that the team will reach out for further clarification or with other questions.
Critical issues will be addressed as soon as possible - other issues will be addressed during Y Meadows business hours (Pacific time zone).
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