Customer Issue Troubleshooting Process For Partners

Created by Seb Coulthread, Modified on Tue, 23 Apr 2024 at 11:06 PM by Seb Coulthread

The process for resolving customer issues is outlined below.

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 and Salesforce 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:

We offer optional training sessions on the Talkative platforms for our top partners. Please get in touch with Talkative if you would like to arrange these.

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

  1. 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:
  2. 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.
  3. 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.
  4. 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.
  5. 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.

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.

In these situations, don't hesitate to contact us. Phone and email support is available to selected partners; please refer to your SLA/contract for contact details. Our support team is here to help you, and we will work with you to find a solution. Please submit a support ticket from the top of the page.

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