Beginning in version 2.5.0 of Cycle, users have the ability to log a support ticket directly through the Cycle client.
This feature not only streamlines the process of getting in touch with the Cycle support team, but also empowers users to create a log package that contains helpful information for diagnosing the issue.
Log packages may include:
- A detailed .log file showing Cycle's recent activity
- The Feature file(s), Playlist or Group test that is having the difficulty
- Any additional scripts, queries, or other supporting files
Help & Support
The process of generating a log package or creating a new support ticket begins with opening the Help & Support view in Cycle's right-side panel by clicking the ? icon:
This panel contains a link to open the Cycle Knowledge Base in your browser as well as options to Generate logs or create a ticket.
Often the first step towards creating a new ticket is to generate a Log package. If verbose logging is turned off Cycle will prompt you to turn it back on before creating a log package (in which case it would be a good idea to recreate your issue once the Verbose Logging setting is turned on).
Creating a log package requires:
- Naming the log package - something containing the current date is recommended
- Choosing a Save location - the above example saves the package to the desktop
- Attaching related Feature files, scripts, etc.
After all files have been attached, clicking on Create log package creates the .zip file and reveals the option to Create support ticket with the log package:
Creating a support ticket
The create ticket form requires your name, email address (prepopulated if you are logged in), the issue subject, and a longer description of the issue.
If you began by create a log package, it will already be attached to the ticket as in the below example:
Note: attachments are capped at 20mb per file.
After clicking the Create ticket button your support ticket is submitted to the Cycle Support team and you can expect a prompt follow-up during normal business hours.
Log a Cycle improvement suggestion
When using Cycle you may encounter a limitation or a "nice to have" feature. The Product Development team would love to hear from you!
The same process to log a support ticket can be used to log a product improvement suggestion. The only difference being a log package wouldn't be required for your product improvement suggestion.
To log a product improvement suggestion just follow the steps in the Creating a support ticket section of this article with the pertinent information.