Creating a support ticket

Providing the right information when submitting a support ticket helps us investigate and resolve your issue as quickly as possible.

Please include the following details when creating your request:

1. Tenant ID
2. Screenshot of the Flow details page
3. Screenshot of relevant events in the Experience details page

Tenant ID

Your tenant ID is an alpha-numeric sequence that uniquely identifies your tenant. You can find it by clicking your profile icon in the top right hand corner in the All Flows page.

Screenshot of the Flow details page

Include a screenshot of the Flow details page for the affected version of the flow.

Ensure the entire flow is visible (zoom out if needed) and that the full browser window, including the URL, is captured.

Screenshot of relevant events in the Experience details page

The Experience details page provides a timeline of all activity in an experience. To assist with troubleshooting, include screenshots of the relevant events based on your issue:

• Message failures can occur when a message is not successfully sent, delivered, or processed as expected. Messaging nodes such as the Conversation node, Outbound SMS and Outbound email may encounter these issues.

  To assist with troubleshooting, include screenshots of:

  1. "Message queued" node activity, and
  2. "Message rejected" or "Message failed" node activity

• ActionTooltip node failures can occur when it does not complete as expected. 

  To assist with troubleshooting, include screenshots of:

  1. "Action started" node activity, and
  2. "Action ended" node activity

• Flows can transition to an Error state when it cannot complete as intended after several retries. This can happen due to configuration issues, or dependencies on external systems.

  To assist with troubleshooting, include screenshots of:

  1. "Experience started" activity for the most recent experience in the affected flow version, and
  2. If applicable, include screenshots of:
     • "Experience retried" activity
     • "Experience errored" activity
     • "Experience completed" activity
     • "Experience failed" activity

Supplying this information will significant help us investigate and resolve your issue as quickly as possible. If you need any help gathering this information, don't we're always here to help. You can also explore our Help Centre for more resources.