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How to Create a Support Card

Items that require Dev Support will require a support card to be raised. First of all, bookmark this ClickUp page: https://app.clickup.com/6924803/v/l/li/20484937?pr=6965954

 

Follow these steps to create a support card:
  1. Go to the ClickUp page.
  2. Click + Add Task to create a new issue.
  3. Add a brief Summary (e.g., “Task Report fails to open — error message shown”).
  4. Click Save.
  5. Open the new card and add details in the Description box — include steps to reproduce the issue or what you did to confirm it’s a bug.
  6. Copy the ClickUp card link (URL) and paste it into the Comment of the corresponding HubSpot conversation.
  7. Move the ticket/conversation to the 'Developer' inbox.

Copy the link/URL of the conversation (Ticket ID) and include it in the description box as well, so the teachers can be informed once the issue has been resolved.

 


For Tier 2 Support – Moving a Support Card

Once the support card has been finalized, follow these steps:

  1. Open the menu and select ‘Move’.
  2. Move the card to: Product Department > Product Inbox.
  3. Notify the team based on case severity:
    • High/critical cases → post to the squad’s channel

  4. Close the loop: Return to the HubSpot ticket and inform the teacher that the issue has been resolved or the bug has been fixed.