When submitting a support ticket to the Atomic Jolt team, providing clear and detailed information helps us address your issue more efficiently. Follow these guidelines to ensure a smooth resolution process
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Include a Course Link
Always include a link to the relevant course. This allows our developers to access the back end and investigate any issues directly. A direct link helps speed up the process of identifying the problem. -
Attach Screenshots
Whenever possible, include screenshots that illustrate the issue you're encountering. A visual aid can often clarify what might otherwise be unclear and helps us understand the context of the issue quickly. -
Atomic Assessments: Provide the Activity ID
If your support request relates to Atomic Assessments, please be sure to provide the Activity ID. This unique identifier is essential for pinpointing specific assessment issues. -
Atomic Search: Include Course Information
For issues related to Atomic Search, include the course or courses in which you're attempting to perform searches. This ensures we look at the correct content and settings when troubleshooting. -
Include a Video (Optional but Helpful)
If possible, record and attach a short video of the issue as it happens. Videos can often provide insight into hard-to-describe bugs or problems and make it easier for our team to understand the steps leading up to the issue. -
Steps to Reproduce the Issue
It's critical to outline the exact steps you took before encountering the issue. The more precise and detailed, the better! Here's how to provide a useful reproduction sequence:- List each step in order, starting from how you first accessed the tool or course.
- Include information about your device (e.g., computer or mobile) and browser.
- Be as specific as possible, such as mentioning specific settings, inputs, or actions that led to the problem.
- Example: "1) Logged into Canvas, 2) Navigated to Course XYZ, 3) Opened Atomic Assessment Activity ABC, 4) Clicked 'Start' and received error message X."
Having a clear, reproducible pathway helps our team recreate the scenario and identify where the problem may lie.
By including these details in your support ticket, you'll help ensure a faster and more efficient resolution. We appreciate your cooperation in helping us maintain a smooth support process!