---
title: How to raise a great ticket.
description: How to raise a great ticket
---
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# How to raise a great ticket.
## Contacting Ravio Support? Please see our tips below for raising a great ticket! This helps the support team resolve your issue faster.
### Be clear and concise
- Write a concise subject line and a full description of the problem.
- Include specific information
- Provide specific details about the issue, such as what you expected to happen versus what actually happened.
- Is this a systematic issue impacting a whole group of people or is this happening sporadically to individual employees?
- If it’s individual employees, who are they? We need to identify them (if they are anonymous, please provide their employee number)
- If you have already checked something, include the steps you took and the results.
- What should they be seeing? What can they see instead? **Screenshots are a big help here!**
### Provide specific examples
- This helps the investigator narrow down the search quickly as there are often multiple potential root causes for the same presenting issue.
- To avoid sharing PII in these tickets, please try and ensure this is a data point like an Employee ID instead of a name / email address.
- If we do not have this information, we may reach out to ask you to provide this.
### Include screenshots or screen recordings
- If possible, include screenshots, or a video recording of the issue — this is one of the most impactful things you can do to speed up investigation.
- Ensure the screenshot captures the full relevant area, including any error messages, unexpected values, or the exact step where the issue occurs.
- For data issues: show the value currently displayed alongside what you would expect to see i.e. a screenshot from your HR system if possible.
- For workflow issues (e.g. SSO login, file uploads): a short screen recording showing the exact steps taken is far more efficient than a written description alone.
### One issue = one ticket
- Please submit a ticket for each issue, rather than one ticket containing several issues.
### Ticket type specific requirements:
### Variable
For tickets relating to incorrect or unexpected variable or benchmark data, if possible include:
- If the data is from a **Manual Upload** or if you are **integrating** variable via your HRIS.
- **Which variable** is affected (e.g. base salary, bonus, equity).
- **What is showing** vs **what is expected** — be specific with values.
- **Employee ID(s)** affected — avoid names or email addresses where possible.
- **Scope** — is this impacting a whole group (e.g. all employees in a country) or a specific individual?
- **When** the issue was first noticed, and whether it coincided with a specific data upload or change.
### Exclusions
Please include:
- **Employee ID(s)** to be excluded — not names or email addresses.
- **Exclusion rule or criteria** — e.g. "job title contains 'Intern'", "employment type = Contractor" and the exact name of the HRIS field, e.g “Contractors are defined by the field “Contract\_Type\_Employee”
- **Reason** — a brief explanation of why these employees should be excluded.
### Field Mapping
- The exact **name of the field** in your HR system
- What field they want to map this into
- An **example employee** that uses this (if applicable) and the type of data it contains
- A **screenshot** of the field on the HR system
---
Description Template:
- **Issue:** \[Clear one-sentence summary of the problem.\]
- **What you are seeing:** \[Describe what is currently displayed or happening in your Ravio instance. Screenshots are really useful here\]
- **What the client expects:** \[Describe what you should be seeing or what the correct behaviour should be. Screenshots are really useful here\]
- **Scope:** \[Is this impacting a whole group (e.g. all employees in a country / team), or specific individuals? If individuals, provide Employee IDs — not names or email addresses if possible.\]
- Employee ID(s) affected: \[e.g. EMP-10234, EMP-10891\]
- **Steps already taken / checks completed:** \[List any troubleshooting already done — e.g. "Reviewed HRIS setup — connection appears active.". Delete if not applicable.\]
More detail increases the ability for us to solve the ticket quickly.
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