Help us Help you: How to Write the Perfect Support Ticket

General
1

Before You Open a Support Ticket

To help us resolve your issue as quickly as possible, please remember to include the following:

1. Clearly describe the problem

Explain the current behavior, what you expected to happen, and what you are ultimately trying to achieve. Behavioral expectations are extremely important. Sometimes, the issue you’re facing can be solved in a different or better way once we understand your end goal. That also helps us determine whether there is a bug, a configuration issue, or something hidden.

2. Provide detailed steps to reproduce

List the exact steps required to reproduce the issue, if reproducible. The more precise you are, the faster we can replicate the behavior on our side and move toward a solution.

3. Provide logs and timing information

The log files are needed for 99% of scenarios. Even if you think that they are not necessary for your use case. Please send them to us. In the logs, we can see all product versions, configuration details, environment information, and hidden errors.

An exact timestamp makes it easier for us to start working on the issue right away.

4. A picture paints a thousand words

Whenever possible, attach a screenshot or (even better) a screen recording. Sending us a visual representation of the issue, when possible, can save a lot of back-and-forth communication.

As you know, there are multiple interop.io products, so we will go through the most common ones for which tickets get raised and some specifics.

io.Connect Desktop

Specify:

  • io.Connect Desktop version
  • Production or Non-Production environment
  • Number of affected users
  • What is the impact of the issue on you?

Send us all log files from %LocalAppData%\interop.io\io.Connect Desktop\UserData\<REG-ENV>\logs (this is the default location).

Also, make sure you include:

  • Current behavior
  • Expected behavior
  • Steps to reproduce
  • Screenshot or screen recording
  • Exact timestamp when issue occurred

Why we need that?

The first pointers help us properly prioritize the ticket. Some issues can be classified as lower priority than others. But please let us know if a specific scenario is more important to you and why, so we can help in the best possible way.

There are scenarios where crashes are observed. In those cases please send us the crash dumps. They are located under LocalAppData%\interop.io\io.Connect Desktop\UserData\<REG-ENV>\crashes by default.

io.Connect Browser

Specify:

  • The version of io.Connect Browser you are encountering the issue on.
  • Is the issue happening in the Production or Non-Production environment?
  • The number of users affected by the issue.
  • What is the impact of the issue on you?

Send us:

  • All the versions of our packages that you are using.
  • What can be seen in the Dev tools console.

Also, make sure you include:

  • Current Behavior
  • Expected behavior.
  • A visual representation of the issue.

Why we need that?

The first pointers help us properly prioritize the ticket. Some issues can be classified as lower priority than others. But please let us know if a specific scenario is more important to you and why, so we can help in the best possible way.

To accurately reproduce the issue we need all versions of the packages you are using.

Browser debugging happens in the Dev tool console. Please share with us what you see there when an issue occurs.

io.Manager

Specify:

  • The version of io.Connect Desktop you are encountering the issue on.
  • The version of io.Manager.
  • The number of users affected by the issue.
  • What is the impact of the issue on you?

Send us all log files located %LocalAppData%\interop.io\io.Connect Desktop\UserData<REG-ENV>\logs (default location).

Also, make sure you include:

  • Current behavior
  • Expected behavior
  • Steps to reproduce
  • Screenshot or screen recording
  • Exact timestamp when the issue occurred

Why we need that?

The first pointers help us properly prioritize the ticket. Some issues can be classified as lower priority than others. But please let us know if a specific scenario is more important to you and why, so we can help in the best possible way.

Additional information that may be relevant to your issue - e.g. issues related to the Admin UI, Database, Authentication and server-level issues:

  • Admin UI version
  • What Database are you using?
  • What type of authentication method are you using?
  • The server log files from the /log folder located where your server is hosted

io.Connect Desktop - Seed Project

Specify:

  • The version of io.Connect Desktop you are encountering the issue on.
  • What is the impact of the issue on you?
  • The version of the CLI library you are using.
  • The log files related to the issue. By default they are located under C:\Users\<user>\AppData\Local\Temp\@interopio-iocd-cli

Also, make sure you include:

  • Current behavior
  • Expected behavior
  • Steps to reproduce
  • Screenshot or screen recording

Why we need that?

The first pointers help us properly prioritize the ticket. Some issues can be classified as lower priority than others. But please let us know if a specific scenario is more important to you and why, so we can help in the best possible way.

It is important to check if you are using the latest version of the CLI library when encountering an issue.

The log file is mandatory to see where running the seed project failed.

There is a troubleshooting section in our documentation where you can find known issues and challenges: io.Connect Desktop Documentation - Seed Project

io.Connect Desktop - Adapters

Specify:

  • The version of io.Connect Desktop you are encountering the issue on.
  • Production or Non-Production environment
  • Number of affected users
  • What is the impact of the issue on you?

Send us:

  • All the log files located in %LocalAppData%\interop.io\io.Connect Desktop\UserData\<REG-ENV>\logs by default.

  • The log files associated with the Adapter:

    • The Outlook, Excel and Word adapter logs are located %LocalAppData%\interop.io\io.Connect Desktop\UserData\ApplicationAdapters by default.
    • The BBG log file is located in %LocalAppData%\interop.io\io.Connect Desktop\UserData\<REG-ENV>\logs\applications\bloomberg-adapter-v3.log by default.

  • The version of the adapters:

    • V3 version can be found in the log files - [bloomberg-adapter-v3] - launched BBGv3 bridge - 2025-04-07T15:50:41. 343Z (This is the BBG V3 version)
    • MS Office adapters - all versions can be found in the header of Outlook, Excel, Word where it says io.Connect in the about section.

Also, make sure you include:

  • Current behavior
  • Expected behavior
  • Steps to reproduce
  • Screenshot or screen recording

Why we need that?

The first pointers help us properly prioritize the ticket. Some issues can be classified as lower priority than others. But please let us know if a specific scenario is more important to you and why, so we can help in the best possible way.

In addition to the io.Connect Desktop log files please provide us with the adapter log files and the adapter version.

Final tip

Writing a good support ticket is like prompting AI, the more precise and detailed you are, the better the outcome. We know it’s boring to explain everything, but details often make the difference between a quick resolution and needless back-and-forth.

Sometimes the issue turns out to be a bug. Other times it may be related to an internal policy, infrastructure setting, customization, or application behavior that isn’t immediately obvious. Generic troubleshooting or temporary workarounds can sometimes create bigger problems later.

It’s especially helpful to have documented and mention any customizations or configuration changes, even if they seem unrelated. We’ve seen cases where a tweak made years ago explains behavior that suddenly appears “broken” after an upgrade that improves the functionality elegantly.

The more context you provide, the faster and more accurately we can help.

(Your Support Team)

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