Hello, I’m, the Training Manager and Content Developer here with First Due. In today's video, we will go over how to submit a First Due support ticket.

The first step is navigating to the bottom of the module column and selecting the wrench icon, then clicking on "Knowledge Base." From here, you have the ability to search for articles that might help alleviate your current issue, sign in or sign up for our Support portal, and submit a ticket.

First Due Support is reachable 24/7 to address any issues that you may encounter while using the system. You can submit tickets for enhancement requests, any type of bug or issue you encounter within the system, whenever your site appears to be down, whenever your CAD connector appears not to be working, or any other issues where you need help from our excellent support team.

We recommend that the first step be signing in or signing up for your First Due support account. In this case, I will be signing up. I’ll start by typing in my name and email. I will then enter the text that I see within the captcha. Once I'm done, I can click "Sign Up."

A confirmation email will then be sent to my address, from where I can click the link to accept the invitation and type in the password that I will use to log into the support site. Once I've typed in my password and logged into the support site, I will now be able to add a ticket.

When I click "Add a Ticket," I will have the option to add any secondary contacts or CCs to the ticket. I can enter the name of an individual if they have registered on the First Due support site, or I can type in their email address. I will then input my client account information, including the state that my department is located in and the agency or department name.

Next, I will type in a subject and select the priority. The priority can be normal, medium, high, or CAD down/site down. I will then provide a description that includes an adequate amount of information to help the support team quickly address the issue I’m having.

Additionally, I can provide any examples or steps to reproduce the issue, as well as details such as the CAD vendor, CAD version (if known), device operating system, mobile app version, browser that I am using, and the internet connection that I am using. To determine the mobile app version your device is currently operating, select the Department patch in the upper left-hand corner, then select "Device Info." You will now see the version number appear.

I can then attach any files that I deem necessary, including screen recordings, screen captures, or any detailed list of enhancement requests. Once you are done, you can click "Submit."

You will now see in your area the enhancement request that you just submitted. You can reply to this message from here or wait for an email from our First Due support team, who will address your issue as quickly as possible.

Thank you for joining me. I’ll see you next time. Thank you.