To help our team investigate and resolve issues as quickly and efficiently as possible, please include the following information when opening a support ticket:
- Brand name and environment: Which brand are you contacting us about?
For example: xyzcorp.commbox.io - Access approval: Please confirm in the ticket that you authorize CommBox Support to access and investigate the relevant brand/environment.
- Detailed issue description: Describe the issue in detail, including the user experience and the exact behavior you are seeing.
- Conversation IDs: Provide conversation numbers/IDs where you identified the issue.
- Relevant agent names: Include the names of any agents related to the issue.
- Screenshots or recordings: Attach screenshots, screen recordings, or any visual examples that may help us understand the issue.
- Start time: When exactly did the issue start happening? Please include the date, time, and timezone if possible.
- Recent changes: Were any changes made before the issue started?
For example: configuration changes, new flows, integrations, deployments, user permission changes, or updates on your side.
Our goal is to provide the fastest and most accurate assistance possible, and the more information you can share, the more effectively we can investigate the issue.
If there is any additional context or information you believe may be helpful, please feel free to include it in the ticket as well.