When we investigate your ticket, we often require information that only you can provide. This article is meant to provide you with tools and insights on what sort of information is helpful.
We appreciate you collecting the information as it helps us investigate the ticket as soon as it is created, and it shortens the ticket handling time overall. Providing many details while the ticket is opened will reduce our need to inquire for more information, thus allowing us to reach resolution quickly.
The basics
- Description of the issue - how is the existing behavior different from the expected?
- Defined impact of the issue. For example:
- Number of agents impacted, out of the total(e.g. 2 out of 100)
- Percentage of conversations impacted
- The severity of the impact on your operation or business
- Steps to replicate the issue
- Is the issue intermittent or consistent (can you recreate it on demand?)
- The time the issue was first noticed
- Recent changes and the timeline. This can include:
- Modifications to your Conversational Cloud configuration
- Changes on your website or application
- Recent increase or decrease in your staffing
- A launch or decommission of products and campaigns
- Screenshots or a recording of the issue as it manifests
- The error message encountered
➡️ You are encouraged to submit any information you deem relevant in the ticket. Our support team will contact you with request to complete any information we deem crucial to the investigation. We thank you for your collaboration.