Support ticket best practices


#1

What information should I supply in a support ticket I open to give your team sufficient information to troubleshoot the issue?


#2

Hi Rick,

Thanks for your question and apologies for the delayed reply.

We appreciate as much information as possible to ensure that we troubleshoot your query in an efficient manner. We support a wide range of products on our platform, so letting us know which one you are having an issue with is key.

For example, if you are having an issue with calls - the most basic information you can give us for this is generally the following:

Issue: What is the issue with the call; call completion, audio quality issues? Describe as best as possible.
Direction: Inbound or Outbound
CLI: Callers number
CLD: Called number
Date+Time: Including timezone
Sip Call-ID: Found in your detail requests via reporting section or using the debugging tool.
Sip response code: Found in your detail requests via reporting section or using the debugging tool. e.g 404
Connection name / IP address: The connection/trunk that is making or receiving the call

Reporting section Link
Debugging tool Link

This format above applies for our messaging product as-well except we would ask for the SMS-ID instead, also found in your detail requests section.


#3

For any API query issues, have you tried to see if it works using our developer docs web interface. We recommend that customers try this web interface first before using their own programs.

For example, you want to check whether the CNAM you enabled on your DID is now showing.
You will need a connection, active telco data profile and an authentication token created on your account.
Visit https://developers.telnyx.com/docs/cnam-data/Get-Caller-ID and type in the authentication token and the number you want to check. Click “Trigger endpoint”.

If no information is returned we would ask that you send us the url of the api endpoint in which you are trying to use, the number in which you are trying to check and the response, if any, that was returned.

You can send us screenshots of the behavior and potentially do an inspect on your browser to see if there are any console logs for front end issues, or network logs for api endpoint issues.

We provide code snippets that can be found in the developer docs, in certain languages, for testing purposes.

If you are having an issue with your own program, the same rule applies - you need to tell us what you are trying to accomplish, which url endpoint you are interacting with and what the response was. Please make sure you are indeed checking for and displaying the exact response returned from our endpoints so we can quickly identify what the issue is, if any!

In Summary
The trend should be clear now, the more information you provide us - the more efficient we can be with resolving your issue. A clear description of the issue and the variables involved will pinpoint us in the right direction straight away, allowing for quicker updates and responses from our team.

If you contact us via chat or phone, we expect the same information.

Let me know if you have any further queries!