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Support Tickets

The ticketing system is a way for you to communicate issues and track progress during your onboarding journey as well as after deployment to production. The below steps illustrate how to use the Game Warden ticketing system.


Support tickets should NOT be used to report Outages or Security Incidents. Please use the Slack Ticketing workflows for more immediate response.

Ticket Types

The ticketing system provides a means to communicate about the following:
- App Access
- Backup Restore
- App Bug
- App Feature
- Justification Update
- Onboarding Question
- Security Question
- Troubleshooting
- Pairing Session Request
- Other


Submitting Tickets

  1. Log into the Game Warden Web app

  2. In the left side banner, click on SUBMIT TICKET

  3. This takes you to the Support Tickets page where you can submit and manage your tickets.

  4. To submit a new ticket, click on + CREATE A TICKET

  5. Fill out the fields in the Submit A Support Ticket window.

    a. Provide a descriptive ticket name

    b. Select a ticket type

    c. Provide as much detail as possible in the Issue Description field.

    • The affected app, container, function, and conditions that led to the issue will help our engineers with troubleshooting.

    • If the issue is not technical in nature, still provide as much detail as possible so we can apply the appropriate resources towards a solution.

    d. Select the SUBMIT button.

Pairing Session Requests

Pairing Session Requests are the preferred mechanism for you to establish 1 on 1 time between our respective engineering teams. You can request pairing sessions at any point during your onboarding journey or after deployment. Follow the subsequent steps to file a pairing session request.

  1. When filing a Support Ticket per the above steps, select the Pairing Session Request for your Ticket Type.

  2. Fill out the form to include the Pairing Assignee, or the engineer you'd like to pair with.

  3. Ensure the Issue Description provides details on what you'd like to accomplish during your pairing session.

  4. Once all fields are filled out, click SUBMIT. Our Customer Operations team will coordinate the scheduling for you.

Ticket Tracking

  1. You will see your submitted tickets listed on the Support Tickets page.

    a. You can sort and search your tickets by Number, Title, Date Opened, and Status.

    b. The status field is dynamic and will change as our team addresses your ticket.

  2. You can view your ticket details by clicking on it.

  3. You can leave comments and review messages from the Second Front team.

  4. Once your issue has been resolved, you can click on the CLOSE link for the corresponding ticket and click SUBMIT on the confirmation window.

Last Updated: 11/30/23

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