Support Tickets are the easiest way to raise any issues that you may have, receive help using a feature, or to raise Feature Requests.
The Support area of the portal can be found at any time by going to Help > Support from the left-hand menu, where you will be presented with your Support dashboard. By default, this shows all tickets that are currently set to open.
Tickets can be created at any time in the portal by clicking the Buoy icon (below, squared), which will take you to the ticket creation portal, and will also provide the Decibel Service Desk team with all of the information on the configurations you have present along with attaching a screenshot of the portal at the time of creating the ticket. The Buoy icon can also be found in the Session Replay player, and using this will automatically share the URL of the replay that you are viewing when creating the ticket.
You can also create a ticket in the Support area by clicking the Create Ticket button, where you will be presented with the following screen (below).
You will first need to select a ticket type from the dropdown menu. Tickets can have the following type:
- Assistance/Help - When you require the Service Desk team's help with a particular task, such as how to implement the tracking code, settings up a goal, how to download heatmaps etc.
- Bug/Issue - When you encounter an issue that prevents you from using the Decibel portal correctly.
- Feature Request - If you have a suggestion for how the Decibel portal can be improved then we would love to hear it!
Now select the particular feature that this issue is related to (i.e. Session Replays, Heatmaps, Configuration etc.), unless you have used the Buoy icon which will pre-populate this, before you will be presented with additional options.
You will need to write a description of the issue or request in the Description text box, ideally with as much detail as possible to help our Service Desk team identify the issue or understand the request and provide a detailed solution/response.
You can specify the property that this is related to in the Property drop-down.
Support ticket emails are sent to the ticket creator along with the Decibel Service Desk team and your dedicated Customer Success Manager. If there are any other users of the account that you would like to be included on the email correspondence of the ticket, you can add these in the Additional Recipients field. Finally, if you would like to upload an attachment to the ticket, you can do so by clicking the Upload attachment button. If you have used the Buoy icon to create the ticket, then this will automatically include a screenshot of the portal at the time of raising the ticket.
Once happy, click the Confirm button and the ticket will be created. You will receive an email to confirm this, along with any other users added as additional recipients. You will also now receive email alerts for all correspondences that are added to the ticket by our Service Desk team or by other users.
Responding to Tickets
All recipients will receive email updates upon any comments being added to the ticket, both from other users or from the Decibel Service Desk team. The email will contain the comment along with a link to the ticket which you can click and be taken to the latest comment after logging in.
Alternatively, you can view tickets by clicking the blue arrow next to the relevant ticket from the support dashboard, where you will be presented with the following screen (below), which contains all comments that have been added to the ticket.
To add a new comment to a ticket, simply click the Add comment button, where you will be able to add any comments along with attachments. Click Confirm to add your comment to the ticket. Again, our Service Desk team will receive your comments along with any recipients that have been added to a ticket.
If you are happy that your issue has been resolved, you can close a ticket by clicking the Close ticket button before adding a comment and clicking the Confirm button.
Please note: If a ticket has been responded to by a Service Desk user asking for further information or to say that the issue has been resolved and there has been no response for five days, the ticket will automatically close.
Applying Filters to Tickets
You can filter between tickets that are open or closed, as well as by ticket creator using the Filters menu. In the support dashboard, click the Filters button where you will be presented with the following menu.
Status allows you to filter the ticket status (open or closed), while Property allows you to filter by tickets created for a particular property. Once happy, click Apply changes to apply the filter.
If a ticket requires re-opening, you can do this this by clicking the blue arrow next to the relevant closed ticket and then clicking the Reopen ticket button, before adding a comment and any relevant attachments and clicking Confirm.