How to Submit a Support Ticket

Owned by Igor Selizhuk
Last updated: Nov 01, 2024
2 min read

Tickets should be submitted only by trained SmartAdvocate admins

If you are from an IT team that services multiple firms, please specify the firm that is experiencing the issue you are reporting.

IMPORTANT NOTICE

Please be advised that only registered users of the support system are permitted to contact support@smartadvocate.assist.com. If this email address is provided to anyone who is not registered, their message will be automatically rejected and may not be seen by the support team.

To ensure efficient handling of support requests, do not share this email address with anyone outside of the support tracker.

Thank you for your cooperation.

  • 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 it 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

Visit smartadvocate.com/support for other help options including how to access our Support Tracker and Daily Office Hours sessions.