Getting Support

This article aims to detail the support options available to AUTTO users.

Table of Contents

• Searching for a Help Topic
• Submitting a Support Ticket
  • When Logged on to your Dashboard
  • From the AUTTO Website
• Tips for Submitting a Good Support Ticket
• Taking a Screenshot
  • on Windows
  • on MacOS
• Getting Details about your Device or Browser

Searching for a Help Topic

When you want to know more about an existing function or feature in AUTTO, searching through the Help Center may help provide the necessary information.

1. Click the Help button on the top right of your Dashboard.
   
   
   
   
2. On the popup window, enter a keyword on the Search bar, then press Enter on your keyboard.

3. The relevant articles are then displayed on the bottom. Click an article to open and read it on your browser.

Submitting a Support Ticket

When Logged on to your Dashboard

When you find something that is not working correctly and the Help Center is unclear on what you can do to address the issue, follow the steps below to submit a support ticket to AUTTO.

1. Click the Help button on the top right.
2. Click the Contact Us on the bottom of the pop-up window.
3. Enter your email address, then the details of your problem on the form. You may also enter your name, select a topic and subject, and attach videos to the form, but these are not required.
4. Click Send.

AUTTO Customer Support will get in touch with you once we receive your ticket.

From the AUTTO Website

You can also submit a ticket even when you are not logged on to your Dashboard, for example, you have problems logging on to AUTTO. To do this:

1. Click Contact Us on the AUTTO website.
2. Select Customer Support as Area of Interest, enter your email address, then click Submit. You may also fill up the other details on the form, but these are not required.

Autto Customer Support will get in touch with you once we receive your ticket.

For a full understanding of what it takes to write a good support ticket, read on.

Tips for Submitting a Good Support Ticket

A clear and accurate support ticket helps our Support Team to pinpoint the issue you have encountered, potentially allowing us to drastically reduce the ticket's time to resolution. We can address detailed, clearly written tickets quicker and more efficiently than those which are unclear or lack the necessary information and detailed steps to reproduce the behaviour.

When submitting support tickets, the most important thing to remember is: the Support team must be able to replicate your error. For us to do this, you need to write clear and detailed steps to reproduce the error. If we cannot reproduce the problem you are encountering, it will be very difficult to act on the issue. Always tell us:

• who was logged on
• what buttons were pressed/actions performed that resulted in the error
• what the error is, i.e. describe the error we should see
• what device you were using (desktop, Mac/PC, phone, iPad, Android tablet, etc.)
• what browser and browser version you were using

Here are some more tips:

• Sending a screenshot that shows the error is usually a great idea.
• Write your report clearly so that anyone can sit down and reproduce your bug. Avoid using jargon or abbreviated words because the person reading the bug report may not know what you are referring to. If you have difficulty following your own steps for reproducing an issue, chances are we will find them difficult, too.
• Test your issue report before submitting it. Do the steps to reproduce your issue result in the same error or issue every time? Did you forget to write down a step? Walking through an issue report before submitting it helps ensure that your report is accurate and complete and contains enough information for us to research the problem effectively.
• Spending the necessary time up front to ensure that your support ticket is easy to read and that all the pertinent information is included allows the Support Team to spend more time working on the issue itself rather than figuring out how to replicate it. It also helps you avoid the frustration of having to backtrack in order to provide missing data.

Taking a screenshot

On Windows

If you are using a Window PC, the simplest way to take a screenshot on your computer is to press Windows+PrtSc on your keyboard (the browser will dim momentarily when you take the screenshot). Look for the saved screenshot under the Pictures > Screenshots folder on your computer. If you are using Windows 8 and above, you can use either of the following built-in tools:

1. Windows Snipping Tool (see https://support.microsoft.com/en-us/help/13776/windows-use-snipping-tool-to-capture-screenshots for more details).
2. Snip & Sketch (see https://blogs.windows.com/windowsexperience/2019/04/08/windows-10-tip-snip-sketch/ for more details).

On MacOS

If you are using a Macintosh computer, the easiest way to take a screenshot of your computer is to press Shift-Command (⌘)-3. You can then find the screenshot as a .png file on your desktop. For more details on how to take a screenshot on a Macintosh computer, see How to Take a Screenshot on your Mac (this links to an article on the Apple support website).

Getting Details about your Device or Browser

If you are not sure about your device/browser version, etc., visit http://supportdetails.com/, which automatically detects, then displays your device and browser specifications. At the top of this page, enter your name and email address, then our support address to send us a copy of your device/browser specifications. Alternatively, you can either take a screenshot of the page or download your device's specifications as a CSV or PDF file, then send it to our support address.