One of the weirdest tasks a user might have come across is reporting an issue to the Support team. It is challenging as it includes providing multiple data points, steps to replicate the issue and many more factors.
The purpose of this article is to help you understand what points we need while troubleshooting an issue or checking logs from our end. This will also help us get to the root of the issue as early as possible and avoid back and forth responses on the tickets/emails.
Calls and connection issues:
If you are reporting an issue with Calls such as Quality of the call, Issue with connections that includes Sound issues, getting kicked out of the campaign or any related issue, please provide us the below data points;
1. Call Quality Feedback.
2. Name of the campaign.
3. Username of the affected agent(s).
4. Time when you faced this issue.
5. Console Logs
Note: To provide the console logs, you need to hit the Fn+F12 keys on your Mac or Windows and choose the option "Console" on the window.
Account related issue(s):
There are instances where you might have come across error banners on your account while setting up a campaign. In such cases, it is advised to send us a screenshot of the error and the exact steps you followed when you received this error.
This way, we can replicate/reproduce the issue from our end so we can check the logs and identify the root cause of the problem.
Payment Related Issue(s):
Most of the payment related issues are due to cards declined by the bank, insufficient funds on your card. However, if you are getting an error while making the payment, please provide us a screenshot so we can check the payment logs and help you with an alternative solution to proceed with the payment.
Any other issue(s):
Most of the issues reported by our users can be replicated/resolved if we have the exact instance where you faced the issue or the screenshot of the error.