When reporting an issue
Fill out the attached form or manually provide the following in the a support ticket: 

  • Current Behavior (What's happening now.)
  • Expected Behavior (What should be happening.)
  • Steps to Reproduce (How it happened.)
  • Any relevant screenshots, errors messages, or context.


The better the details provided, the faster issues will be resolved. 


We are simultaneously testing the Product Support workflow, so to submit: 

  • via Email : support@rippledesignstudio.freshdesk.com
  • via Support: New Ticket

See Below for an Example Report and How to use Screenshots.


Example Report


What are you doing? (Control)

Explanation:
A concise answer to the question above.

Putting in a new building in the Building Details Page
Screenshot:
Use Snipping Tool and Paste here (CTRL-V)




What did you change? (Variable) 

Description:
A concise answer to the question above.

The Total Area field
Screenshot:
Use Snipping Tool and Paste here (CTRL-V)



What happened? (Result)

Description:
A concise answer to the question above including any error messages received as text.

I saw m2 and other units in the list.
Screenshot:
Use Snipping Tool and Paste here (CTRL-V)


What did you expect/want to happen? (Hypothesis) 

Explanation:
A concise answer to the question above.

I expected to see Square Smoots, which is a common unit for area and is not included in the list. One square smoot is 1.702 m2

Additional Details/Screenshot:

Insert any other relevant details for this expectation.

https://en.wikipedia.org/wiki/Smoot


Resolution

Since Smoots are not relevant to the current goals, we would create a backlog item for this issue instead of making a change to the software.  



How to use Screenshots


  1. Use the Snipping tool.
    1a. Click the Windows Start Menu and type “Snipping Tool”.
     
    2a. Right click the “Snipping Tool” icon and select “Pin to Taskbar”
    3a. The Snipping tool icon will now appear in your taskbar for easy access.


  2.  The Snipping tool allows you to quickly take screenshots to save time when identifying issues and explaining problems, it also allows issues to be resolved from the user’s own standpoint.


  3. All you need to do is open the application by clicking the “Snipping Tool” icon on your taskbar and then select “New”. This will freeze your screen and allow you to trace the area of your screen you would like captured.

     There are several features available in the tool to allow for additional functions, shown below.

    The Highlighter is useful for drawing attention to the area of the screenshot being referenced.




 

        4. If you have the Snipping Tool window selected, pressing CTRL-C will automatically copy the image captured and allow you to paste it (CTRL-V) as needed into the document.