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Support Tickets

At Second Front, we are dedicated to providing seamless software delivery from start to finish. Occasionally, issues may arise, and when they do, submitting a support ticket is the best way to ensure assistance. Our platform not only allows you to submit tickets but also provides full visibility into the progress of your requests, so you can stay informed at every stage. Here’s a simple guide on how to submit a support ticket and track its progress.

Step 1: Sign In to Your Account

To get started, sign in to your Game Warden account using your username and password. Signing in ensures we can track your request and offer personalized support.

Step 2: Navigate to our Ticketing System

Once you're signed in, simply select “Submit Ticket” from the left-hand navigation menu. This will take you directly to our ticketing system, where you can submit new requests and track the status of all your existing tickets.

Step 3: Click “Create New Ticket”

To submit a new ticket, click the “Create New Ticket” button located in the top right corner of the ticketing system. This will open a modal with a form where you can enter the following details:

  • Ticket Name: Provide a clear and descriptive title for your issue (e.g., "Unable to Log In" or "Payment Not Processed").

  • Ticket Type: Select the category that best represents the nature of your issue. The available options include:

    • App Access
    • Backup Restore
    • App Bug
    • App Feature
    • Jusitifcations Update
    • Onboarding Question
    • Security Question
    • Troubleshooting
    • Pairing Session Request
    • Other

Selecting the correct type ensures your ticket is routed to the right team for a quicker resolution.

Issue Description: Provide a detailed explanation of the issue you're experiencing. Be sure to include any steps you’ve taken, any error messages received, or any other relevant context.

Environment: Indicate the environment in which the issue occurred.

Impact Level: Provide the Impact Level(s) where the issue ocurred.

File Upload (Optional): If you have any screenshots, logs, or other files that can help illustrate your issue, feel free to upload them here.

Pairing Session Request

If you need real-time assistance or would like to schedule a pairing session, select “Pairing Session Request” from the Ticket Type options. Upon selecting this, a new form will appear within the modal, asking for additional details about the session:

  • Available Days: Select the days that you are available for the pairing session. You can choose multiple days if you have flexibility.

  • Company Representatives: Choose the representatives from your company who will be involved in the pairing session. This ensures we have the right team members on the call.

  • Related Support Tickets: If your pairing request is related to an existing issue, you can select from a dropdown list of your current open tickets. This helps us link the session to specific unresolved tickets.

  • Reason for Pairing: Briefly describe why you are requesting the pairing session (e.g., "Troubleshooting deployment issues," "Assistance with configuring integration," etc.).

Step 4: Submit Your Ticket

Once you've filled out the form and reviewed the information, click the “Submit” button. Your ticket will be sent to our support team for review.

Step 5: Track Your Ticket's Progress

Once your support ticket is submitted, you can easily track its progress through the ticketing system. You’ll be able to view real-time updates, check the status of your request, and see any actions or responses from our support team. This ensures you're always informed about the progress and resolution of your issue.

Step 6: Wait for a Response

Our team will review your ticket and get back to you as soon as possible. Response times may vary based on ticket volume and the complexity of your issue. In the meantime, feel free to check our Help Center for answers to common questions.

Additional Tips for Faster Resolution

Be clear and specific when describing your issue. Include any relevant error codes or messages.

Need Urgent Assistance?

If your issue requires immediate attention or if you have any questions about your ticket, you can contact your Technical Implementation Manager (TIM) or Customer Success Manager (CSM) directly. They are available to assist you with high-priority issues and ensure your concerns are addressed quickly.

Last Updated: 1/2/25