ENGAGE Support – Ticket Submission  

Best Practices 

Welcome to ENGAGE Support! 

To ensure we can assist you efficiently and accurately, please review the best practices below when submitting new support requests. 

?️ Submitting a Support Ticket 

When opening a ticket, please include the following details: 

1. Clear Subject Line 

Use a short, descriptive subject such as: 

“Billing Template Not Loading” or “Unable to Add New Member Record” 

This helps route your ticket quickly to the right specialist. 

2. Detailed Description 

In the message body, include: 

  • A summary of the issue 
  • Steps to reproduce the problem (if applicable) 
  • What you expected to happen vs. what occurred 
  • Any recent changes that may be related (e.g., new settings, updates, or billing runs) 

3. Screenshots or Attachments 

Visuals are extremely helpful. Please include: 

  • Screenshots showing the full page or error message 
  • File names or specific examples (e.g., “Invoice #23456”) 
  • If it is a billing or roster issue, attach relevant reports or exports when possible 

4. Environment Details 

If applicable, include: 

  • The module or area you were working in (e.g., Accounting> Billing) 
  • Browser and device type (e.g., Chrome on Windows, Safari on iPhone) 
  • Date and time the issue occurred 

⏱️ Response Expectations 

Our support team reviews all requests during business hours (Monday–Friday). 

  • You will receive an acknowledgment once your ticket is submitted. 
  • If clarification is needed, we will reach out before escalation. 
  • Complex or development-related issues may take additional time to resolve, but we will keep you updated throughout the process. 

✅ Best Practices 

  • Submit one issue per ticket – this ensures faster, focused resolution. 
  • Avoid duplicate tickets; reply to your existing thread for ongoing issues. 
  • Let us know if your issue is urgent or time-sensitive (e.g., billing deadline). 
  • If you have already tried troubleshooting steps, include what you have attempted. 



? Sample Ticket Example 

Subject: Unable to Save Billing Template 

Description: 

While updating our “Active Member Dues” template, the Save button spins indefinitely and does not save changes. 

Steps to Reproduce: 

  1. Navigate to Accounting > Billing Templates 
  2. Select “Active Member Dues” 
  3. Click “Edit” and make a change 

  4. Click “Save” → Button spins, but no update occurs 

    Screenshot: Attached 

    Browser: Chrome Version 120.0 

    Expected Outcome: Template should save successfully 

    Actual Outcome: Save button spins endlessly 

? Contact 

Support tickets can be submitted through: 

Email: engagesupport@uniontrack.com 

We appreciate your partnership and look forward to supporting your team!