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Submit Support Tickets

At Second Front, we’re committed to supporting you throughout your software delivery journey. If you encounter an issue, the best way to get help is by submitting a support ticket. Our ticketing system lets you report problems and track progress in real time.

Below is a step-by-step guide.

Create a support ticket

Access the Game Warden Support page

  1. Log into your Game Warden account.
  2. From the left-hand navigation menu, click Submit Ticket to access the Game Warden Support page.

Create a new ticket

Click Create New Ticket to open the submission form. Fill out the following:
  • Ticket Name: Provide a short, descriptive title
  • Ticket Type: Select the category that best fits your issue.
  • Issue Description: Provide a detailed explanation. Include error messages, steps taken, and other relevant context.
  • Environment: Indicate the environment (e.g., DEV, STG, PRD).
  • Authorization Level: Specify the Impact Level(s) affected (e.g., IL2, IL4).
  • File Upload: Optionally attach screenshots, logs, or other supporting files.

Submit the ticket

Click Submit after reviewing your entries. Your ticket will be sent to our support team.

Track ticket progress

You can monitor updates in the ticketing system:

  • View current status 
  • See support team responses 
  • Track actions taken  

Our team will respond as quickly as possible. Timelines vary based on issue complexity and ticket volume.

Submit a Pairing Session Request

If you’d like live help, select Pairing Session Request as your ticket type. You’ll be prompted to provide:

  • Available Days: Select all days you’re free to meet.
  • Company Representatives: Indicate who from your team will join.
  • Related Support Tickets: Link the session to any open issues.
  • Reason for Pairing: Describe the purpose (e.g., "Need help with deployment failures").

Tips for faster resolution

  • Provide a clear, specific issue description
  • Include error messages or codes, if applicable  
  • Upload supporting files or screenshots  

Warning

If your issue is time-sensitive, contact your Technical Implementation Manager. They can escalate high-priority tickets and provide direct assistance.