How to Submit a Support Ticket

Tickets should be submitted only by trained SmartAdvocate admins

If you are not an admin you should check with your firm’s SmartAdvocate admin first. If they can’t help you whey will submit a ticket.
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If you are from an IT team that services multiple firms, please specify the firm that is experiencing the issue you are reporting.

Provide as much information as possible initially to avoid back and forth with support asking additional questions
Indicate a severity of the ticket
- Does it prevent users from performing important daily activities?
Let us know how widespread is the issue
- Does it affect one user, group of users or everyone in the firm?
- Does it happen for one case/contact/document or for every case/contact/document?
- Is is 100% reproducible or it happens periodically?
- Was it working before? If yes, when did it stop working?
Provide details about the problem
- If it’s specific to a case/contact/user/document indicate which case/contact/user/document is affected
- Provide specific steps to reproduce the problem
- Provide screenshots if available
  - Take a screenshot of the whole screen with the case number/URL visible
- If the problem happened only once please provide date/time when it happened
Let us know what steps were taken to try to address the problem, if any