Support Ticket Submission Guide

We understand that encountering a problem can be frustrating, and where our Knowledge base was unable to resolve. To ensure your issue is addressed as quickly and efficiently as possible by our support team, we kindly ask that you provide the following key information when logging a support ticket.

Required Information:

1. Device Information:

   - Device Name and Model: Please specify the name and model of the device you are using (e.g., Samsung, Brightsign, Android etc).

2. NowSignage App Details:

   - App Version: Specify the version of the NowSignage app installed on your device. - (If you are an end user, your reseller will be able to advise on this information if you are not sure)

3. Account and Project Details:

   - NowSignage Account Name: Provide the name of your NowSignage account.

   - Project Name: Include the name of the project associated with the issue.

   - Screen Name: Specify the name of the screen(s) where the issue is occurring.

   - Content File Name: If the issue is related to a specific piece of content, please provide the name of the content file.

4. Issue Description:

   - Problem Summary: Give a brief summary of the issue you are experiencing.

5. Supporting Materials:

   - Screenshots/Videos - Attach any relevant screenshots or videos that demonstrate the issue.

   - Error Messages: If you encountered any error messages, please include the exact text of the message and any error codes.

To assist you with this, please use the template below to simply copy and paste into your case, where you can then share as much information as you can.

Support Ticket Template

1. Device Information:

    •    Device Name and Model:

    •    Operating System Version:

2. NowSignage App Details:

    •    App Version:

3. Account and Project Details:

    •    NowSignage Account Name:

    •    Project Name:

    •    Screen Name:

    •    Content File Name:

4. Issue Description:

    •    Problem Summary:

5. Supporting Materials:

    •    Screenshots/Videos:

    •    Error Messages:

Additional Tips:

- Update Before Submitting: Ensure your device and NowSignage app are up to date with the latest software versions. Many issues can be resolved by simply updating.

- Urgency: If your issue is urgent, please specify this in the ticket and explain why it requires immediate attention.

By providing this information, you help us diagnose and resolve your issue faster, leading to a smoother and more efficient support experience.

Thank you for your cooperation.