Partner Process for Raising Tickets

Modified on Thu, 8 May at 5:31 PM

The process for resolving customer issues is outlined below. To summarise, we expect partners to provide first-level support on customer issues or any issues related to integrated systems such as Mitel where the issue may lie outside the Talkative solution. After basic troubleshooting has been conducted, partners can escalate tickets to Talkative support to resolve.

How to Troubleshoot Customer Issues:

To help you troubleshoot support queries on your own, we have outlined the following process:

Check our Knowledge Base: Our extensive Knowledge Base includes articles and guides on common issues and how to troubleshoot them. Please take the time to search the Knowledge Base before contacting our support team. You may find the answer you need. Our knowledge base can be found here: https://support.gettalkative.com/knowledge
Check on your own resources and integrated systems: Before contacting our support team, please check on your customer's resources to ensure that the issue is not caused by something within the customer's own system or processes. This could include their internet connection, verifying that their browser and integrations are up to date and compatible, or checking that they are using the correct login credentials.
Contact integrated systems support team (if applicable): If the issue you are experiencing is related to a product or service provided by an integrated company such as Mitel, please contact their own support team first. They may be able to provide a solution or escalate the issue on your behalf.
Gather relevant information: If you have tried the above steps and the issue persists, please gather all relevant information before contacting our support team. This could include error messages, logs, or screenshots.
Escalate to our support team: If you have tried the above steps and are still experiencing an issue, please get in touch with our support team. When doing so, please provide as much detail as possible about the issue and any troubleshooting steps you have already taken. This will help our support team to understand the issue better and provide a faster resolution.

For more detailed error troubleshooting please look at this article: Troubleshooting The Talkative Platform

When to Escalate a Problem:

While we encourage you to try to solve problems independently, there may be situations where escalation is necessary. You should escalate a problem to us when:

You have tried all possible solutions, and none of them work.
The issue is beyond your technical expertise or knowledge.
The issue is critical or time-sensitive.

How to Escalate a Problem:

Step 1: Access Form on Support Website

Navigate to the submit a ticket page by either clicking the "Submit a ticket" button or by navigating to https://support.gettalkative.com/support/tickets/new

Step 2: Populate the ticket by filling out the boxes

Fill out the textboxes with any information relating to your query. See below for what information is helpful.

Step 3: Use the template in your article

Tick the Captcha box and click submit.
You will receive a confirmation email to notify you that the Talkative support team have received your ticket. Reply's to the ticket will be sent as emails

You can also raise a ticket by emailing support@gettalkative.com. If you email, be sure to include as much detail as possible as well as the priority of the ticket.

What Detail to Include in the Support Ticket

Issues

Describe the issue in detail
Explain when the issue started to occur
Provide any screenshots and videos showing the issue
Send any interaction ID's which can show the issue
Include your browser and the version you are running
Inspect the webpage that has the error/issue and send a screenshot of the console and network tabs
Send files that may support the investigation (please note that the Talkative team may be unable to access certain file types)

How-To's

Explain what you need to do within Talkative
Tell us which feature you would like to know more about
Screenshots and videos are always helpful

Feature Requests

Explain the feature improvement/idea you have in detail
Let us know what priority this is for you (critical, nice to have ect)
Tell us what you're currently having to do and what you would like improving about that process
Screenshots, videos or even mock ups are very welcome

Ticket Severity Levels

Severity	Description	Examples include, but are not limited to the following
1 - Critical	Complete work stoppage. All customer’s users are impacted.	Complete system down or becomes inaccessible by a majority of users; or Complete loss of functionality for all users; or data corruption issues; or critical extended Software malfunction or deficiency endangering business where there is no reasonable workaround available.
2 - High	Complete or partial work stoppage and/or difficulty using system. Multiple customer’s users are impacted.	System resets occasionally and recovers or becomes inaccessible to many but not most users. Frequent loss of functionality to a majority of users.
3 - Medium	Complete or partial work stoppage and/or difficulty using system. A group of users (provincial, regional or municipal) or a single user is affected.	Occasional loss of functionality to a minority of users. Usability issue of any of the major functions of the product.
4 - Low	A minor annoyance with no impact to the end user’s business processes. Low problems may be raised with a design authority for the purposes of tracking and awareness. There is no commitment to fixing this issue unless the severity level is increased. No operational or financial impact, no concerns apparent from the end user, the problem may be addressed by telephone assistance with a minimum number of calls anticipated.	Cosmetic issues affecting the look and feel of the product not germane to the functionality of the product. Typographical errors in on line text.

SLA Timeframes (Enterprise)

Response	Level 1: Acknowledgment and Tracking ID assignment	Level 2: Temporary Remedy Time (workaround)	Level 3: Permanent Remedy Time (verified solution)
Severity Level 1: Critical	Less than 1 hour	Less than 2 hours	1 Day
Severity Level 2: High	Less than 2 hours	1 Day	5 working days
Severity Level 3: Medium	Less than 4 hours	4 business days	60 working days
Severity Level 4: Low	Less than 24 hours	N/A	Next release, if feasible