This article describes the support request process, including how to submit tickets via email or the Help Center form, and how to provide feedback through the Feedback page or internal channels. It also outlines the details you should include when raising a ticket to ensure faster resolution.
1. Submitting Support Tickets
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Via Email
- Send your request to the ODS Support email address.
- Include all required details (see section 3 below).
- You’ll receive a confirmation with a ticket number for tracking.
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Via Help Center Form
- Go to the ODS Help Center.
- Complete the support request form with issue details.
- Attach supporting related files (plan files, logs, screenshots).
- A ticket will be automatically created and confirmed by email.
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Via SHOTPlus™ and Next Gen SHOTPlus™:
- Use Help=>Create support ticket.. menu option.
2. Feedback Submission
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Feedback Page
- Use the Feedback page to share product suggestions or improvement ideas.
- This channel is for feedback, not issue resolution.
It is important to be logged in to submit your ideas on the Feedback page.
3. Details Needed for a Ticket
To ensure faster resolution, please include:
- Site Name/ Blast Name / Release Software
- Business Impact
- Clear issue description, exact error messages
- Steps to reproduce the problem
- Legible Screenshots or short videos
- Relevant file(s)
- Logs (Application & session)
- Contact information (name, email, phone if needed)