What to include in a Support request – Whistleblower Initiative McD Franchisee Help Center

This article covers the following topics:

How to open a ticket with Support
Check-list for a Support ticket

How to open a ticket with Support

Checklist for a Support ticket

When submitting a ticket, please include the following information. This will help Support to help you faster and in a more efficient way.

ROLE

Please choose your appropriate role while submitting the request.

URL

Please provide the URL of your platform which will help support center to identify the problem.

The URL is the address of a website. You can find it in the address bar at the top of your web browser.

DESCRIPTION

Please provide as much details as possible explaining the issue you are experiencing? Please include case IDs If a user is having an issue please include their system email address.

For example, tickets only stating that "It's not working" are time-consuming both for Support to troubleshoot and for you, as Support will have to reply back asking for further details which could entail delay in the resolution of the issue. If your ticket is for a question, please formulate what your intention is, what you are expecting and how it is currently. All of this will allow Support to help you navigate the platform.

BROWSER

Please mention the web browser are you using to access the platform ( i.e. Google Chrome, Microsoft Edge etc.) Have you tried different ones? Is the issue the same across browsers?

GAN advises all customers to use the latest versions of Microsoft Edge, Google Chrome, Apple Safari or Mozilla Firefox as these are actively maintained by developers and are patched for performance and security updates regularly.

SCREENSHOT

Could you attach a screenshot to your request?

A screenshot always helps direct Support towards a more efficient help. It could be the screenshot of a blank page, a loading page, not being able to move forward from a specific slide, etc. No matter the issue or the question, a visual attachment is always helpful to Support to investigate and understand further your ticket.

PREVALENCE

Are you the only one experiencing the issue? Do you know of other colleagues that are facing the same difficulties?

This is not a necessary information and we do not expect you to know it, however if you happen to have this information it would be useful for Support to investigate further into the issue.

Once you submit the ticket you will receive a confirmation notification email provided while submitting the request and GAN Support center will be touch with you as soon as possible.