Have you encountered an issue or product-related question? Our support team always aims to provide a professional and personal support experience. To help them to help you, here are some best practices.
Requirements
To get access to support, you need to be an active customer or partner. We also recommend that you have taken the course to become a Certified Engage user in Voyado Academy (request access here).
Unless you have already done so, we urge you to create a support account which will unlock further functionality in this help center, such as access to locked articles and the ability to follow up on your current and historical support tickets.
How to register a support ticket
If can't find the solution to your issue in an article, you can create a new support ticket. This is done by using the submission form in Help Center. Here are the steps to follow:
1) From any Help Center page, click Submit a request in the top menu to access the request form.
2) Now you have two ways forward:
- Ask a question: Use this when you need help in using the product, understanding information in the platform or have any other need of general customer support.
- Report a problem: Use this when you have found a reproducible problem you need help to solve. It could be a misbehaving integration, a bug, performance issue or other issue.
3) Fill in the required fields. Describe the issue thoroughly, as this helps the support team to quickly assess your case and take the right actions. Each field in the request form has instructions and examples. Keep this in mind:
- Avoid cropping screenshots as sometimes extra detail can be very useful.
- Do not file several support requests in the same ticket so that it can be correctly prioritised and so we can be sure we've answered every support request in the best way possible.
4) Once you've filled in the required information and are happy with your input, click Submit. Now your ticket is sent to the support queue and is waiting for pickup and assessment.
TIP
If your case is urgent (for example, Engage is fully unavailable or your business operation is severely impacted) then submit a ticket and then escalate the ticket via phone. Our support team can be reached during Swedish office hours and for customer on a Premium SLA you can use the incident response hotline listed in your contract.
Following up and tracking a ticket
In Help Center, click the drop-down menu next to your profile picture and go to My activities. Here you will find your submitted tickets and status. You can click each ticket and view the full conversation, support agent owner, type of incident etc. You're also able to view tickets you've been CC'd on. Once a ticket is solved, the status changes to Solved.
Some users have access to the organisations tickets; contact your Account Manager if this is needed. You can also see buttons for your contributions (comments) and what articles you are following.
In and out of scope
Support queries:
-
Ongoing issues—troubleshooting and resolution (or workaround).
-
Past incidents—to help you better understand the system and identify common mistakes.
-
General questions on how to perform a certain task in Engage and information on how the system works.
-
General best practices (please note if your solution doesn't follow the standard setup, general advice may not apply).
Non-support queries:
-
Creating campaigns, automations and other daily routine business for you as a user.
-
Training or extensive guidance, consultancy or custom development.
-
Third party tools, setup and code.
-
Template design and troubleshooting. You may contact support to initiate the process, but in many cases your ticket will then be routed to our template development team for resolution.
Meet the team
To resolve issues and provide deep technical knowledge, our support team is divided into distinct groups. This allows us to work efficiently and contribute the right resource at the right level.
-
Customer Support, our 1st line, makes the first assessment of the case and escalate it further if needed. This team primarily support everything you can do through your browser, but also manages common technical issues, resolving non-critical cases.
-
Technical Support, our 2nd line, are focused on integrations and what happens "under the hood". They conduct further troubleshooting in complex cases, implement solutions and recommendations, and collaborate with the development team if needed to resolve an issue.
-
The developers in our product team are our 3rd line. They implement the solution in case of a bug, or, if the issue is very complex, provide the developer knowledge needed.
Are you now ready to submit your first ticket and work with support? Go ahead and try it here.
Article last updated