Submitting a Support Ticket

If a user experiences an issue while using PDX, they can submit a support ticket by emailing [e-mail]. Once received, the PDX Support team will review the issue.

Best Practices

When submitting a ticket, users should provide as much detail as possible to help Support investigate and resolve the issue efficiently. The ticket should include:

• A clear description of the issue and its impact.
• Whether the issue affects one user or multiple users, including the names of affected users.
• Steps to reproduce the issue or details about how the issue was discovered.
• An estimate of when the issue began, when available.
• A description of how the affected feature previously worked, when relevant.
• Relevant identifiers, URLs, endpoints, queries, order numbers, asset IDs, or case IDs.
• Screenshots or screen recordings showing the issue.
• All required parties copied according to the applicable SOP.

Support will communicate updates, next steps, and expectations throughout the investigation. Resolution times may vary depending on the issue.

 

Submitting a Screen Recording

Users can record the issue using the following methods:

• Mac: Use the built-in macOS screen-recording tools and refer to Apple’s screen-recording instructions: here
• Windows 11: Use the built-in Windows screen recorder and refer to Microsoft’s instructions: here
• Microsoft Teams: Use a Teams meeting recording when the standard screen-recording option is unavailable. For instructions click here

For longer recordings, Support recommends uploading the video to the user’s individual OneDrive and providing a shareable link in the initial ticket email or the existing ticket thread. Depending on the organization’s Microsoft 365 configuration, the recording may be shared through Microsoft Stream / Sharepoint.

Users should confirm that the sharing permissions allow the Support team to access the recording.

If the user cannot provide a recording or is external to Premiere Digital Services, Support may arrange a Microsoft Teams session for a live troubleshooting walkthrough.

1. Instructions on uploading photos and files to OneDrive - by Microsoft
2. Instructions on sharing files from OneDrive - by Microsoft

 

Following Up on an Existing Ticket

For follow-up communication, users should reply to the Zendesk-generated email address associated with the ticket rather than starting a new email to [e-mail]. The generated address may appear similar to:

[e-mail]

Replying to this address ensures that all communication, troubleshooting details, and attachments remain connected to the correct ticket.

If a user experiences a new or unrelated issue, they should submit a separate email to [e-mail]. Users should not reply to an older ticket unless the information relates to the same issue. Creating a new ticket helps ensure that each issue is tracked, investigated, and resolved separately.