{"id":3122,"date":"2022-01-13T11:10:54","date_gmt":"2022-01-13T10:10:54","guid":{"rendered":"https:\/\/admin.voiportal.net\/news_reseller\/?p=3122"},"modified":"2022-05-06T06:07:18","modified_gmt":"2022-05-06T04:07:18","slug":"how-to-log-a-support-ticket","status":"publish","type":"post","link":"https:\/\/reseller-news.voiportal.net\/index.php\/2022\/01\/13\/how-to-log-a-support-ticket\/","title":{"rendered":"How to log a support ticket"},"content":{"rendered":"\n<p>There are two ways that a support ticket can be logged with\nthe Wanatel support team. It\u2019s important to supply the support team with as\nmuch information as possible to ensure a speedy resolution.<\/p>\n\n\n\n<p><strong>Option 1:<\/strong><\/p>\n\n\n\n<p>Send email to <a href=\"mailto:support@wanatel.net\">support@wanatel.net<\/a>\nTo open a ticket:<\/p>\n\n\n\n<p>Please ensure that as much information as possible is\nsupplied in your email. Below is a sample template you can follow to open a\nticket:<\/p>\n\n\n\n<p>Subject: Client Acc#XXXXXXXXX | Nature of problem<\/p>\n\n\n\n<p>Good day,<\/p>\n\n\n\n<p><em>Explain the exact nature of the problem<\/em><\/p>\n\n\n\n<ul><li><em>Mention the 1<sup>st<\/sup> level support steps you\nhave undertaken to determine if the issue is on the client side or if it is\nrelated to the Wanatel network. List the steps taken in the troubleshooting\nprocedure. This will eliminate the support team repeating these steps. It will\nalso allow the support team to resolve the problem much faster. &nbsp;(Please see the troubleshooting guides to see\nwhat is required for first level support \/ troubleshooting)<\/em><\/li><\/ul>\n\n\n\n<p><em>Provide a call sample<\/em><\/p>\n\n\n\n<ul><li><em>Date and time of call<\/em><\/li><li><em>Specify if it is an Inbound or outbound call<\/em><\/li><li><em>Source and destination number<\/em><\/li><li><em>Specify if it is a CPBX customer or not. Also\nspecify the extension number if it is a CPBX customer <\/em><\/li><\/ul>\n\n\n\n<p><strong>Option 2:<\/strong><\/p>\n\n\n\n<p>Log a support ticket directly on your Reseller portal.<\/p>\n\n\n\n<p>You can do this by navigating to the <em>Support <\/em>menu and\nselecting the <em>Support Ticket<\/em> sub-menu.<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter\"><img src=\"https:\/\/admin.voiportal.net\/news_reseller\/wp-content\/uploads\/2022\/01\/Picture1.png\" alt=\"\" class=\"wp-image-3138\"\/><\/figure><\/div>\n\n\n\n<p>This will log\nyou into the <em>Wanatel Support Centre<\/em>. You will be able to create a\nprofile for yourself or your company, &nbsp;if\nyou have not previously created one. Once the profile has been created, you can\nlog tickets. All tickets will be visible to you via the Wanatel Support Centre.<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter\"><img src=\"https:\/\/admin.voiportal.net\/news_reseller\/wp-content\/uploads\/2022\/01\/Picture2.png\" alt=\"\" class=\"wp-image-3154\"\/><\/figure><\/div>\n\n\n\n<p><strong>Expectations:<\/strong><\/p>\n\n\n\n<p>Whilst each\nsupport ticket is considered important, tickets are triaged according to criticality.\nThis means that the Wanatel support staff will evaluate each ticket and queue\nit accordingly. <\/p>\n\n\n\n<p>The level of\nimportance is based on critical and non-critical support issues.<\/p>\n\n\n\n<p>Critical\nTickets:<\/p>\n\n\n\n<p>Critical\ntickets are defined as when the issue is on the Wanatel side whether it is\nnetwork related or software related. These tickets can only be resolved by the\nWanatel support team. These problems would also typically affect all customers\non the reseller portal or customers on a specific software solution.<\/p>\n\n\n\n<p>These tickets\nwill be provided with an ETA on the resolution or be resolved within an hour of\nbeing logged.<\/p>\n\n\n\n<p>Non-Critical\nTickets:<\/p>\n\n\n\n<p>If a ticket\nis not affecting the rest of the client base or software services on the\nreseller portal then it will be considered a <em>Non-Critical <\/em>ticket and\nwill be dealt with as soon as all other critical tickets are resolved. <\/p>\n\n\n\n<p>The reseller\nportal is a portal that the reseller can use to divert calls in the event of a\nfailure on the customer side or even on CPBX solution. This means that the\nreseller is always able to ensure the customer can receive inbound calls. The\nportal also allows the reseller to self-investigate the problem and identify\nthe root cause. Refer to the <em>Trouble shooting guides.<\/em><\/p>\n\n\n\n<p>Important: If\nan issue is only affecting one extension on a CPBX or only one customer and all\nother customers are fine and other services are running, then the issue is most\nlikely on the client side.<\/p>\n\n\n\n<p>All tickets\nhowever should be resolved within the first 24 hours of being logged, wherever\npossible.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>There are two ways that a support ticket can be logged with the Wanatel support team. It\u2019s important to supply the support team with as much information as possible to ensure a speedy resolution. Option 1: Send email to support@wanatel.net To open a ticket: Please ensure that as much information as possible is supplied in [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":3356,"comment_status":"closed","ping_status":"open","sticky":true,"template":"","format":"gallery","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0},"categories":[3],"tags":[],"_links":{"self":[{"href":"https:\/\/reseller-news.voiportal.net\/index.php\/wp-json\/wp\/v2\/posts\/3122"}],"collection":[{"href":"https:\/\/reseller-news.voiportal.net\/index.php\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/reseller-news.voiportal.net\/index.php\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/reseller-news.voiportal.net\/index.php\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/reseller-news.voiportal.net\/index.php\/wp-json\/wp\/v2\/comments?post=3122"}],"version-history":[{"count":1,"href":"https:\/\/reseller-news.voiportal.net\/index.php\/wp-json\/wp\/v2\/posts\/3122\/revisions"}],"predecessor-version":[{"id":3359,"href":"https:\/\/reseller-news.voiportal.net\/index.php\/wp-json\/wp\/v2\/posts\/3122\/revisions\/3359"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/reseller-news.voiportal.net\/index.php\/wp-json\/wp\/v2\/media\/3356"}],"wp:attachment":[{"href":"https:\/\/reseller-news.voiportal.net\/index.php\/wp-json\/wp\/v2\/media?parent=3122"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/reseller-news.voiportal.net\/index.php\/wp-json\/wp\/v2\/categories?post=3122"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/reseller-news.voiportal.net\/index.php\/wp-json\/wp\/v2\/tags?post=3122"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}