Dear Customer,
You're looking to create a case because you've encountered a technical issue, would like a request to be completed, or have some other information you would like to receive. You would like to have your case completed as quickly as possible and so would we! While we can't always guarantee things will be resolved quickly depending on the nature of an issue, there are some things you can do to help move things along proactively!
We've compiled some common requests for details that our Support team often asks for below with respect to each product Khoros offers, as well as some tips on things you can do to help focus the team's efforts on the right things. If you could provide this information when creating your case that would help move the request along, as it will eliminate some back and forth and allow our team to move forward and ask more targeted questions if more information is needed on top of what was already provided (sometimes this may be necessary). Some of this information may not always be relevant or available (e.g.: if you want to enable a new Community feature we probably won't need a HAR file), but please try to provide as much as you can!
Care is a single-page web application that allows a lot of social media integrations. We have put up a list of scenarios with a set of information that the support team might require to investigate that scenario.
Please be thorough while describing the issue you are facing. The clearer you are, the easier it will be for the Support team to step through the issue in the same way that you are. This includes filling out the "Steps to reproduce", "Expected Behavior", and "Actual Behavior" fields in detail. Including the steps you took can be very helpful.
If the issue is regarding content(post) not ingesting into the Care application then it would be helpful to provide us with the following links:
If the issue is regarding the user being unable to log in, then it would be important to provide the following information:
If the issue is that the content is ingesting with a delay then you can provide us with the following information
If the issue is regarding conversations falling in an incorrect work queue, then
you can provide us with the following information:
If the issue is related to user permissions and some of the roles aren’t reflected even after saving the user profile, please provide us with the following information:
If the care app appears to be slow, the following information would be absolutely necessary and important
The Community application is large and complex, carrying a number of different features and configuration options, as well as numerous avenues for customization. Here are some things to consider both while you are filing a case for anything Community related or perhaps while trying to review an issue on your own prior to creating a case:
As mentioned earlier, we may still need to ask for additional information depending on the nature of the case. However, by providing any of the above information when you can, we can hopefully move your case towards a satisfactory resolution quickly!
We hope you have found the above information useful and we appreciate you sticking with us until the end of this article! As always, please don't hesitate to reach out and let us know if you have any questions or concerns!
Sincerely,
The Khoros Support Team
Dear Customer,
You're looking to create a case because you've encountered a technical issue, would like a request to be completed, or have some other information you would like to receive. You would like to have your case completed as quickly as possible and so would we! While we can't always guarantee things will be resolved quickly depending on the nature of an issue, there are some things you can do to help move things along proactively!
We've compiled some common requests for details that our Support team often asks for below with respect to each product Khoros offers, as well as some tips on things you can do to help focus the team's efforts on the right things. If you could provide this information when creating your case that would help move the request along, as it will eliminate some back and forth and allow our team to move forward and ask more targeted questions if more information is needed on top of what was already provided (sometimes this may be necessary). Some of this information may not always be relevant or available (e.g.: if you want to enable a new Community feature we probably won't need a HAR file), but please try to provide as much as you can!
Care is a single-page web application that allows a lot of social media integrations. We have put up a list of scenarios with a set of information that the support team might require to investigate that scenario.
Please be thorough while describing the issue you are facing. The clearer you are, the easier it will be for the Support team to step through the issue in the same way that you are. This includes filling out the "Steps to reproduce", "Expected Behavior", and "Actual Behavior" fields in detail. Including the steps you took can be very helpful.
If the issue is regarding content(post) not ingesting into the Care application then it would be helpful to provide us with the following links:
If the issue is regarding the user being unable to log in, then it would be important to provide the following information:
If the issue is that the content is ingesting with a delay then you can provide us with the following information
If the issue is regarding conversations falling in an incorrect work queue, then
you can provide us with the following information:
If the issue is related to user permissions and some of the roles aren’t reflected even after saving the user profile, please provide us with the following information:
If the care app appears to be slow, the following information would be absolutely necessary and important
The Community application is large and complex, carrying a number of different features and configuration options, as well as numerous avenues for customization. Here are some things to consider both while you are filing a case for anything Community related or perhaps while trying to review an issue on your own prior to creating a case:
As mentioned earlier, we may still need to ask for additional information depending on the nature of the case. However, by providing any of the above information when you can, we can hopefully move your case towards a satisfactory resolution quickly!
We hope you have found the above information useful and we appreciate you sticking with us until the end of this article! As always, please don't hesitate to reach out and let us know if you have any questions or concerns!
Sincerely,
The Khoros Support Team
Dear Customer,
You're looking to create a case because you've encountered a technical issue, would like a request to be completed, or have some other information you would like to receive. You would like to have your case completed as quickly as possible and so would we! While we can't always guarantee things will be resolved quickly depending on the nature of an issue, there are some things you can do to help move things along proactively!
We've compiled some common requests for details that our Support team often asks for below with respect to each product Khoros offers, as well as some tips on things you can do to help focus the team's efforts on the right things. If you could provide this information when creating your case that would help move the request along, as it will eliminate some back and forth and allow our team to move forward and ask more targeted questions if more information is needed on top of what was already provided (sometimes this may be necessary). Some of this information may not always be relevant or available (e.g.: if you want to enable a new Community feature we probably won't need a HAR file), but please try to provide as much as you can!
Care is a single-page web application that allows a lot of social media integrations. We have put up a list of scenarios with a set of information that the support team might require to investigate that scenario.
Please be thorough while describing the issue you are facing. The clearer you are, the easier it will be for the Support team to step through the issue in the same way that you are. This includes filling out the "Steps to reproduce", "Expected Behavior", and "Actual Behavior" fields in detail. Including the steps you took can be very helpful.
If the issue is regarding content(post) not ingesting into the Care application then it would be helpful to provide us with the following links:
If the issue is regarding the user being unable to log in, then it would be important to provide the following information:
If the issue is that the content is ingesting with a delay then you can provide us with the following information
If the issue is regarding conversations falling in an incorrect work queue, then
you can provide us with the following information:
If the issue is related to user permissions and some of the roles aren’t reflected even after saving the user profile, please provide us with the following information:
If the care app appears to be slow, the following information would be absolutely necessary and important
The Community application is large and complex, carrying a number of different features and configuration options, as well as numerous avenues for customization. Here are some things to consider both while you are filing a case for anything Community related or perhaps while trying to review an issue on your own prior to creating a case:
As mentioned earlier, we may still need to ask for additional information depending on the nature of the case. However, by providing any of the above information when you can, we can hopefully move your case towards a satisfactory resolution quickly!
We hope you have found the above information useful and we appreciate you sticking with us until the end of this article! As always, please don't hesitate to reach out and let us know if you have any questions or concerns!
Sincerely,
The Khoros Support Team