How to Handle Technical Issues
Managing a mentoring or career transition program means occasionally encountering technical difficulties. When that happens, knowing how to respond quickly and effectively can make all the difference in minimizing disruption for your users. This guide outlines simple steps to handle common technical issues as an administrator.
1. Identify the Issue
Start by gathering the key details:
- What is the user trying to do?
- What part of the platform is affected?
- Is the issue consistent or intermittent?
- Is it affecting one user or multiple users?
Whenever possible, ask the user to provide a screenshot or screen recording — visuals can significantly speed up diagnosis.
2. Troubleshoot Basic Scenarios
Before reaching out for support, try these quick actions:
- Refresh the page or log out/log back in.
- Clear browser cache and cookies.
- Test the issue in a different browser (Chrome is recommended).
- Verify the user has the correct role and permissions for the action they’re trying to perform.
Sometimes, the issue is caused by outdated settings or missing access.
3. Gather Information for Support
If the issue persists, prepare the following before submitting a support ticket:
- User's name and email
- Steps to reproduce the issue
- Date and approximate time of the issue
- Screenshots or video (if available)
- Any recent changes made before the issue appeared
Having this information upfront helps the support team resolve issues faster.
If you are a portal administrator and you have a non-technical issue to report, please contact your account manager.
4. Submit a Ticket
Use the Technical Support tool (usually located at the bottom left) to submit a ticket. Clearly describe the issue and include all relevant details you’ve gathered. Make sure to tag the ticket appropriately based on its urgency and impact.
Tip: For time-sensitive issues, mark them as “Urgent” and notify your account manager.
5. Communicate with Affected Users
While the issue is being addressed, keep impacted users informed:
- Let them know you’re aware and support has been notified.
- Provide an estimated time for updates.
6. Document for Future Reference
Once resolved, update your internal knowledge base or documentation with:
- What happened
- How it was resolved
- Any preventive actions or lessons learned
This helps reduce resolution time if the issue happens again.