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Best practices when asking for support
Best practices when asking for support

A Step-by-Step Guide to Submitting Support Tickets

Updated over a week ago

Providing comprehensive details when submitting a support ticket to Glide helps the support team resolve your issue quickly and effectively. This guide outlines best practices for creating and submitting support tickets. Unsure how to open a support ticket? See our guide here.

Support from Glide's team is available on all paid plans. Users on free plans can take advantage of Community support.

Important Terms to Know

  • Glide Builder (the builder) is the app development environment within Glide.

  • Glide Player (the player) is the live version of the app, which users can view on a mobile device or PC.

Guidelines for Submitting Support Tickets

  1. Explain your app and the issue.

    • Describe the app’s purpose and detail the functionality that is not working as expected or causing errors. Keep in mind that Support most likely has never seen your application. Explain in writing, or in the narration of a video, the general purpose of the app, and then the specific functionality that is not working as you expect, or that is giving you the error. The more detail you provide, the less back and forth will be needed for Support to duplicate the issue and help to resolve it. Specific screenshots with arrows or highlights and videos are very useful.

  2. Use a Duplicate App for troubleshooting.

    • Create a duplicate of your app to explore potential fixes without affecting the original app. Document the issue in the duplicate, and submit your support request from this version.

  3. Simplify complex apps.

    • If the app is complex, create a smaller, simpler app with just the functionality that replicates the issue. This makes it faster for Support to pinpoint that error and test solutions.

Best Practices for Video Recordings

  1. Record in a cloud-based video program, like Loom.

    • The quality should be HD if possible (720 or better). Share just the window showing your app, and zoom in as much as possible so details are visible.

  2. Narrate the video.

    • Use English or Spanish to explain your actions clearly, even if your proficiency is limited. Narration helps Support understand what you are selecting and demonstrating. It’s not necessary for you to be on the video, but your voice is important!

  3. Record in the correct environment.

    • Record in the Glide builder to capture setup and configuration issues. If the issue only appears in the live app, then record in the Glide player. Show any differences in behavior between the two that might be contributing to the issue.

  4. Start from the beginning.

    • Begin the video as the app loads in the builder, or start from the initial screen on the device if recording the Player.

  5. Show user context.

    • Display the “View as” user or show the profile screen to provide user context. This helps troubleshoot potential visibility issues.

  6. Show component context.

    • If in the builder, select the component on the left-hand side of the screen so that the settings of the specific component show on the right-hand side of the screen.

  7. Navigate clearly and slowly.

    • Carefully navigate to the specific area of the app with the problem and demonstrate the issue. Move slowly and narrate your selections to guide the support team. If you can show the error more than once, that’s ideal. Narrate as you select buttons, links, images, or hints, so support knows what to select when trying to duplicate the issue.

  8. Highlight action triggers.

    • Show what event triggers the action and then show and select the action on the right-hand panel. Select the edit action link to open the action editor.

    • With the action open, explain the logic path being executed, or not executed, if that is the issue.

  9. Show data and settings.

    • Display the tables connected to the components, navigate to relevant settings that may relate to the issue. If you’re using any filters or visibility conditions related to the problem, show them.

    • Select the Data view as needed to show the tables that the components are connected to.

    • Select the Setting menu and navigate to those settings if you suspect that the issue could be a setting.

    • When using an external data source like Airtable and Google Sheets, it's very helpful to show how the data is defined in these services' environments, as well.

  10. Include integration details.

    • For integration issues without sensitive data, show the settings in the third-party app to help the support team understand the configuration. Keep in mind that Glide cannot provide support for other software, and it’s possible the reason for the integration issue is with the third-party software, not with Glide.

By following these best practices, you can speed up the solution process for your support ticket.

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