In Focus – Do You Remember?

In 2025 we told you that “Your Support Experience Is Getting an Upgrade”. By now, we hope you have accepted an invitation to Mipela’s Jira Support system, where you can log and track support requests. These invitations are sent to “Authorised” persons only. If you feel you should have access, please see the Authorised person in your company. If you’re not sure who that is, please reach out to the Mipela Support team.

When something goes wrong, we know the first thing you want is a quick resolution. And we want that for you too! One of the easiest ways to speed up the process is simple: give us as much detail as possible when you log a support request.

It might not seem important but the information you provide at the start can dramatically reduce back and forth, help us diagnose the issue faster, and ultimately get you back up and running sooner.

What “Great Detail” Looks Like

  • What happened?
  • When did it start?
  • What were you doing at the time?
  • What network were you on?
  • Were you on your normal PC/Mobile?
  • Who is affected?
  • Have you tried anything already?
  • Screenshots or error messages (if available)
  • A little extra information can reduce hours off the resolution time.

The more we know, the faster we can troubleshoot… think of your support request like a doctor’s visit. Saying “it hurts” isn’t enough they need symptoms, timing, and context. This all helps us pinpoint the root cause immediately, rather than spending valuable time gathering basics later.

It also helps us prioritise correctly – not all issues have the same impact. “My mouse isn’t working” and “Our whole team can’t access the system” are very different situations.

Detailed descriptions help us spot patterns AND it ensures you get the right specialist from the start…

Written by Jacqueline Button & Matthew McDonagh

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