This post describes an approach to ensure you get the best possible response from Tableau Support, with the fastest possible turn-around time.
After years of working on Enterprise systems I've found that, when I have a problem, the best solution is to solve it myself.
If I cannot solve it myself, then the problem is significant, and I want a valuable answer as quickly as possible.
Tableau is a complex piece of software. Communication challenges can be among the largest of the hurdles to overcome when working through an issue.
The free text entry box allows unformatted text: no headers, no images. Worse: if my plain text is structured poorly, the Support Engineer may have no choice but to waste valuable time asking me questions.
In each new support request, my free text contains one sentence. And there are two attachments.
Dear Tableau Support,
Please review the attached PDF and packaged workbook.
The PDF is a no frills document, which follows a logical structure.
Descriptive text is augmented with screen shots that are marked up with arrows & call-outs.
Not each of these sections is required for every