Support Ticket Submission Guide - By Portal

This page contains information about the process to submit support tickets when you encounter any problem or incident in production. Please follow the rules below for an efficient resolution.

URL PORTAL - https://help.tracefinance.com


  1. Login
    Access the portal using your credentials. Make sure you are connected to a secure network.

  2. Submit a Request or Incident
    Navigate to the "Submit Request" section on the portal.
    Click on "Create New Ticket".

  3. Write the Problem Description
    Provide a detailed description of the problem you are facing.
    Make sure to include specific details to help the support team understand the issue better.

  4. Attach Evidence
    Attach any relevant screenshots or files that can help in diagnosing the problem.

    • Accepted Format: Portable Network Graphic (PNG)
    • Resolution: 144 DPI (Dots Per Inch)
    • Color: True color with alpha (32 bits per pixel)
    • Image Dimensions: Ensure your images are clear and within the recommended resolution for optimal viewing.
  5. Submit the Ticket
    Review the information provided and ensure all necessary fields are filled.
    Click "Submit" to send the ticket to the support team.

Note:
Always ensure your screenshots are clear and legible.
Include any annotations if necessary to highlight the issue.