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Mandatory Information to Open a Ticket
To ensure fast and efficient handling by Transatel Support, it is essential to collect a minimum set of information when opening a ticket.
These elements help accurately qualify the incident, speed up analysis, and reduce back-and-forth with the support teams.
Information to collect
- Description of the expected behavior vs. the observed behavior
- MSISDN
- Device model and OS version
- Precise location
- Network type / signal level
- Error message, if any
- Date and time of tests
Additional information (when applicable):
- Cross-test (physical SIM only)
- Attachments:
- Screenshots
- Videos
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