Support Tickets

The Support Tickets feature is available from the Account menu on the Evolution menu bar. It allows you to enter and monitor support requests.

Using the Ticketing System

The Evolution ticketing system allows you to log new requests and track outstanding issues to resolution, and serves as your own personal knowledge base for past issues that have since been resolved. From the Support Tickets page, users can choose to Open (a) New Account Ticket, access all tickets in RSS newsfeed format, Show All open and resolved account tickets, and Search all open and resolved account tickets.

Warning: Production account users are advised to log issues using production account log-in credentials rather than logging issues under a developer-grade account to ensure that priority issues are handled appropriately. While the Customer Obsession Team will address all inquiries, production-grade customers are guaranteed a reply in less than 20 minutes, whereas developer-grade accounts are guaranteed to receive a reply in less than 240 minutes.

Opening New Account Tickets

When you choose to log a new inquiry by clicking Open New Account Ticket, the Account Tickets form opens up.

In the Subject field, enter a logical subject line and in the Message field enter a text that explains the problem in detail to the Customer Obsession Team. You are advised to provide a full problem description in order to receive accurate, timely replies.

When the problem requires that you provide attached data to help explain a given problem, you can attach locally stored file content via the Attach File field below the Message field, which will then be accessible to all viewers of the ticket thread. Should you need to attach more than one file attachment to your posting, you can select the Edit option after you have made your initial posting and then include another attachment. Alternately, you may simply choose to archive multiple files into a single attachment, and attach them in one single step.

Note: As the Evolution ticketing system is a web-based interface, some files may well be too large to upload in the browser context. In the cases of files whose total size exceeds 10 Megabytes, it is suggested that you instead upload your content directly to the webhosting file storage via FTP using the syntax below, and to then notify the Customer Obsession Team as to the file name that needs review:

ftp://[VOXEO USERNAME]:[VOXEO PASSWORD]@ftp.voxeo.net

If you are operating from within the Voxeo internal network when transferring files via FTP, (such as from a server hosted in a Voxeo data center, or from within the context of application execution), then you must specify the following credentials instead:

ftp://[VOXEO USERNAME]:[VOXEO PASSWORD]@ftp-internal.voxeo.net

Click Submit to finally submit your new support ticket.

Priority Levels for Production Customers

For production customers, we additionally offer the ability to set a priority for any new ticket that is logged. Just select the appropriate priority level from the Priority dropdown list above the Submit button.

There are five priority levels offered which have the following meaning:

• Priority 1 ("Critical Outage"): Total system down, no workaround. An incident that critically impacts the customer´s ability to do business. A majority of users of the system are unable to perform their tasks as necessary and there is no workaround.

• Priority 2 ("Urgent"): Partial system down / workaround is available. An incident in which a major function of the system is unusable, but there is a workaround.

• Priority 3 ("Normal"): A minor incident, does not seriously affect the customer´s business.

• Priority 4 ("Informational"): All other incidents not covered above, including enhancement requests.

• Priority 5 ("Project"): Indicates that the request is a long-term project.