Quite often, we receive support requests that don’t give us enough information to start the troubleshooting process. If we had just a few more details, we could contact you with answers, instead of questions. For example: A ticket that is opened with the following description leads us to ask additional questions before any troubleshooting can begin:
“I am having email problems; one never made it, and then it came back to me. Please help!”
If the same ticket were opened with the following information, we can begin actively troubleshooting your issue and respond with answers rather than questions:
“An email sent from user Wayne@bh.com to Candidate Erik at ErikW@google.com on 7/28/2009 bounced back to me with an error message that said “Email is undeliverable - User Undefined”. Please Help!”
Loads of information with just a few more keystrokes! This level of detail will certainly reduce the amount of time and questions needed to resolve most any issue. Of course, you may not know exactly what information to provide us with, but one thing is for sure, the more details the better. Below are some of the most common questions you may hear from a Bullhorn Technical Support Analyst in follow up to different types of support requests.
If you ask yourself these questions and provide the answers when opening the ticket, you could cut your time to resolve by half! You may even solve it yourself during the process of opening the ticket! Of course, we are not suggesting you solve your own problem — we are simply asking for your assistance to make the whole process work as efficiently as possible.
Top 5 General Support Questions you should ask yourself when opening any ticket
- Is this issue only present on my PC, or does it also occur if I log in from a different PC?
- When did this issue first occur?
- Can this issue be reproduced, and if so, what are the steps to be followed?
- Is this issue only happening to me, or is it happening to everyone in my company?
- What was the actual error message?
Top 5 General Email Support Questions
- Is the problem happening with all of my emails, or just one?
- When was the email sent?
- What are the sender’s and recipient’s email addresses?
- Was this an internal email to another Bullhorn user, or was it sent to a contact or candidate?
- Was there a bounce back message and what did it say (copy and paste the error message into the description, or attach a screen shot to the ticket)?
Top 5 Bullhorn Performance Questions
- Is this happening only on my PC?
- Does it happen to everyone in my office?
- When did this issue first occur?
- Have I contacted my IT department to see if there are any issues they are aware of?
- Can I get to any other web sites?
Top 5 Bullhorn Mobile Questions
- What model of phone do I have? Example: Treo, iPhone, BlackBerry?
- What is the last email that was successfully sync’d to my phone?
- Can I access the internet through the browser on my phone right now?
- Have I already done a soft reset on my phone (i.e. remove and reinsert the battery)?
- What happens when I manually sync (i.e. Intellisync > Sync)?
Top 5 Bullhorn 360 or Reporting Questions
- What fields or actions am I reporting on?
- What is the intent of the report, what data am I trying to capture or measure?
- Provide a specific example of a particular piece of data such as a candidate or submission, that should have returned but did not.
- What do I think is incorrect about the results? What was I expecting to see?
- What is the name of the report?
Top 5 Timecards and Back Office
- If this is an export issue, what is the name of the export file?
- Did the timecards show up on the export file and not in the Bridge? Or did the timecards show up correctly in the Bridge, but then did not import into Quickbooks/ADP?
- Were the timecards approved before I exported them?
- Was the client who did not receive the approval email for a particular timecard listed as the primary approver on the placement? Do they have a valid email address?
- What is the placement number and pay period for the timecard in question?
