In assisting our customers, you may encounter an issue that requires an escalation to our Product Support, Engineer, and Developer Teams. In collaboration with these departments, we have created a guideline of questions to go through with the customer, so we are providing these teams with the most information to help resolve the issue swiftly.
This guide attempts to smooth out the escalation process, paint a clear picture of the problem from the customer perspective, and minimize having to go back and obtain additional information.
Questions a Support Specialist should ask on each support call
Are multiple users in the firm experiencing the issue, or is it user-specific?
Is this a new issue, or one that has been reoccurring?
Approximately what time did the issue occur? (The closer to the minute we can get, the better, as this helps isolate logs and logrocket sessions)
What browser is currently being used? Is it functioning properly using a different one?
How is the customer launching into InfoTrack? What are they selecting?
Is this matter-specific, or is it happening across all matters?When does the customer need to submit their order by? (This helps to establish urgency and prioritize tickets.)
Questions around the actions as a Support Specialist that have been taken
Have you obtained the firm name, which integration partner (retailer) they are using, and the client’s name (client ID and login ID are also exceptionally valuable and can save time in the investigation process).
If possible, are you able to obtain the mappingId from the customer’s cookies?
Are you able to replicate the issue?
Were you able to locate the issue or a similar instance previously reported to Product Support/Developers?
What steps have been taken to resolve the issue? Clearing cookies/cache, resetting the integration, etc.
Were you able to determine a workaround for the issue?
Are you able to provide screenshots of the website where issues are visible within the website or is the customer able to? When possible, please include the entire screen (especially the URL)
Is there a Logrocket available?