At Service Club, we understand that encountering technical issues or platform-related challenges can disrupt your workflow and impact your service delivery. To ensure that your concerns are addressed swiftly and effectively, we have implemented a structured process for reporting platform issues. This guide will help you understand the steps for submitting a support ticket, what information you need to include, and how to track the status of your reported issues. By following this guide, you’ll be able to resolve problems quickly, so you can get back to doing what you do best: providing excellent service.

1. Steps for Submitting a Detailed Support Ticket

When you encounter an issue on the Service Club platform, submitting a support ticket is the most efficient way to request assistance. Below are the steps to ensure your request is processed smoothly and accurately:

1.1 Accessing the Support Portal

To submit a support ticket:

• Log in to your Service Club Vendor Dashboard.

• Navigate to the Support section located in the menu (typically under your profile or the settings icon).

• Click on the option that says "Submit a Ticket" or "Report an Issue". This will take you to the ticket submission form.

1.2 Selecting the Issue Category

To ensure your ticket is directed to the right team:

• Choose the appropriate category for your issue from the dropdown list. Common categories include:

  • Technical/Platform Issues

  • Payment & Billing

  • Job Alerts & Notifications

  • Account Access

  • Other Miscellaneous Issues
    Selecting the correct category helps our support team route the ticket to the right department for faster resolution.

1.3 Providing a Clear and Detailed Description

In the description field, provide as much detail as possible about the issue. A well-detailed description helps the support team understand the problem and resolve it more efficiently. Consider the following when writing your description:

• Describe the problem clearly: Include any error messages, steps you took before the issue occurred, and the nature of the problem (e.g., cannot log in, job alerts are delayed, payment issues).

• List the exact time and date the issue occurred.

• Mention any specific tools or features affected (e.g., Dashboard, Invoice Submission, Payment Tracking).

• If possible, provide screenshots or screen recordings that highlight the issue (this can be done through the support form or via email if requested).

1.4 Choosing the Priority Level

We offer options to select the priority level of your issue:

• Low: Non-urgent issues that do not impact your ability to complete jobs or access your account.

• Medium: Problems that require attention but do not immediately prevent you from using the platform.

• High: Critical issues such as problems with payment processing, job assignments, or access to key features that affect your service delivery.

By selecting the appropriate priority level, you help us prioritize urgent issues.

1.5 Submitting the Ticket

After completing all necessary fields, click the "Submit Ticket" button. You will receive an email confirmation with a reference number. Use this reference number to track your ticket and refer to it in follow-up communications.

2. What Information to Include When Reporting a Problem

To ensure our support team can resolve your issue as quickly as possible, provide the following key information in your ticket submission:

2.1 Account Information

• Your Service Club Vendor ID (if available).

• The email address associated with your account.

• The version of the Service Club app or platform you are using (web or mobile).

2.2 Detailed Problem Description

Be sure to clearly describe the issue you are experiencing:

• What happened: Explain the steps that led to the issue.

• Expected result: What you expected to happen.

• Actual result: What actually occurred.

• Screenshots or error messages: If relevant, attach any screenshots, error codes, or screen recordings that might help illustrate the problem.

2.3 Impact on Service

Let us know how the issue is affecting your ability to perform work:

• Is the issue preventing you from completing jobs or accessing important features?

• Does the issue impact your ability to view job notifications, process payments, or track your earnings?

This helps our support team assess the urgency of the issue.

2.4 Troubleshooting Steps Taken

If you have already tried troubleshooting the problem, mention the steps you’ve taken, such as:

• Clearing your cache or browser history.

• Reinstalling the app.

• Checking your internet connection.

• Attempting to log in from a different device or browser.

This helps us avoid recommending solutions you've already tried and speeds up the resolution process.

3. Tracking the Status of Your Reported Issues

Once you've submitted your support ticket, you can track its status and receive updates directly through the Vendor Dashboard or via email. Here’s how you can stay updated:

3.1 Accessing Your Ticket History

To track the status of your ticket:

• Log in to your Service Club Vendor Dashboard.

• Navigate to the "Support" section where you can access the "My Tickets" or "Ticket History" page.

• You will see a list of all tickets you have submitted, along with their current status (e.g., Pending, In Progress, Resolved).

3.2 Understanding Status Updates

The status of your ticket will be updated as follows:

• Pending: Your ticket has been received and is awaiting review.

• In Progress: A support agent is working on resolving your issue.

• Resolved: The issue has been fixed or is being processed for further action.

• Closed: The issue has been resolved, and the ticket is now closed.

3.3 Communication and Follow-Ups

You can respond to the ticket if you receive an update or need to provide further information. Once resolved, you will receive an email or in-dashboard notification with a summary of the issue and how it was resolved.

• Ticket Reference Number: Keep this number handy in case you need to reference the issue in future communications.

• Email Updates: Our support team will notify you whenever there’s an update on your ticket.

3.4 How to Request Additional Assistance

If your issue is not resolved to your satisfaction, you can escalate the ticket by:

• Replying directly to the support ticket thread, mentioning that the issue has not been resolved.

• Opening a new support ticket if the issue is unrelated or requires further clarification.

4. Conclusion

Service Club is dedicated to helping vendors solve any platform-related issues as quickly and efficiently as possible. By following the steps outlined in this guide, you can ensure that your concerns are properly reported and tracked. With the correct information and clear communication, our support team will be able to resolve your issues swiftly, allowing you to get back to providing excellent service and growing your business.

🚀 If you need further assistance or encounter any issues, don’t hesitate to use our support portal to submit a ticket. We're here to help you succeed!