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How to submit support tickets in Urbantz

Zineb Akki
Updated

Overview

This article explains how to submit effective support tickets to the Urbantz Customer Support team, with special emphasis on including proper information to expedite troubleshooting.

Who Should Use This Guide

  • Key contacts designated for your organization
  • Users experiencing issues with the Urbantz platform

When to Contact Support

Contact the Urbantz Support team when:

  • You encounter an error or unexpected behavior in the platform
  • A feature isn't working as expected
  • You need technical assistance with questions regarding platform functionality

For feature requests or platform changes, please contact your Customer Success Manager (CSM) instead.

How to Submit a Support Ticket

Option 1: Via Help Center (Recommended)

  1. Create an account in our Help Center
  2. Submit a request following these instructions
  3. Include all required information as detailed below

Option 2: For Premium Customers Only

  • Premium customers using a CRM: populate our ticket form and send it to support@urbantz.com
  • For emergencies outside working hours: call the Premium support line

Required Information for Support Tickets

Every support ticket should include:

  1. Platform URL

    • Example: web.urbantz.com/platform/{platform-name}

  2. Relevant IDs

    • Task ID, Round ID, User ID, Hub ID, etc.
    • For tasks, include the Internal Task ID (found in task details view, under the General tab)

  3. Flow and Hub Information

    • Flow name
    • Hub name

  4. Time Information

    • Exact date and time when the issue occurred

  5. Issue Description

    • Expected behavior: what should happen
    • Actual behavior: what happens, what you observed
    • Steps to reproduce the issue

  6. Priority Level

    • Priority 1 (Urgent): All operations are blocked
    • Priority 2 (Major): At least one primary function is affected
    • Priority 3 (Medium): An incident that has a minor effect on operations
    • Priority 4 (Minor): For questions

  7. Screenshots and Error Messages

    • Important: When sharing screenshots of error messages, always include the full error dialog that shows the Trace ID and timestamp information as shown in the example below:

Best Practices for Support Tickets with Error Screenshots

  1. Include one screenshot per error - If you encounter multiple errors, include a screenshot for each
  2. Don't crop important information - Ensure the entire error message, Trace ID, and timestamp are visible
  3. Add context - Explain what you were doing when the error occurred
  4. Follow the standard ticket format - Include all required information as outlined in our Support tickets in Urbantz article

Example of a Well-Formatted Support Ticket with Error Screenshot

Platform URL: https://web.urbantz.com/platform/zineb-demo/ 
Flow name: Delivery Flow
Hub name: Central Hub
Internal Task ID: 1234567894353454645beE34
Exact occurrence time: 2025-05-09 12:50:28 CET

Issue description: 
When trying to remove an optimization, I received error 031-003.

Expected behavior:
I should be able to remove the optimization.

Actual behavior:
I received an error message stating "Impossible to remove, there are optimizations which depend on it" with Trace ID d9aea3463eda4c6e1cfe6bd6f11dbc69.

Steps to reproduce:
1. Navigate to optimizations page
2. Select optimization #12345
3. Click "Remove" button
4. Error appears

Attachments: [Error screenshot with Trace ID and timestamp]

Ticket Status Definitions

  • Open: Your request is under analysis
  • Pending: URBANTZ is awaiting further information from you
  • On-Hold: Pending further information from URBANTZ engineers or product team
  • Solved: Ticket resolved (can still be reopened for 28 days)

Support Hours

  • Regular support: Monday to Friday from 09:00 until 18:00 (CET)
  • 24/7 support for emergencies (Premium customers only)

Additional Resources

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