What are the best practices when creating a support ticket?

Question

What information do I need to provide when creating a technical escalation?

Applies To

• Vonage API Support

Answer

While raising tickets with support, it is recommended that you explain the technical issue briefly and provide traffic samples within the last 3 days so that we will be able to retrieve logs efficiently from our end as well as from downstream partners if necessary.

If your issue is related to single destinations, we suggest that you may retry the traffic to ensure that it is not related to the destination device. A device reboot is commonly referred to in such instances to avoid signalling related errors on the handset. If the problem continues to persist, escalate to us.

In any case, if you have an issue that happened old as a month, we suggest that you try to replicate the issue again and provide a recent sample. This is because unfortunately from our end and also far-end carriers perform log retention regularly which makes it difficult to retrieve logs that are way old.

If you end in a situation where you could not get any relevant samples related to your concern, you still can raise a ticket with support. All you need to do is to explain the issue as detail as possible so that the team could help you in the best possible way.

A few tips to get the resolution to the ticket faster:

• At least 3 recent samples related to the issue.
• Provide the traffic samples in plain text (avoid screenshot).
• If your issue is concerned with display (for example, wrong CLI, SMS formatting) we encourage a screenshot of it.
• Examples for samples are messageID, verifyID, callID, conversationID etc.
• If you're unable to trace the IDs associated with the traffic sample, give the 'from' and 'to' details along with the timestamp.
• Avoid opening multiple tickets on the same issue as well as multiple issues in the same ticket. This will affect the resources and resolution times.