Genesys Cloud - Main

Hi Genesys Community, Thanks for giving us this space. 

It's really nice to have the opportunity to ask questions and get more information directly from members of our community.
Today I want to ask about the type Support Cases, I was wondering about this because a few days ago I had an issue with a single IP Phone, We did the proper troubleshoot and found the problem, and in my experience if it's just one device out of hundreds then it does not qualify to open a support ticket, but sometimes our customers want to get the quickest solution, so my question is, in this scenario, is it allowed to open a ticket to have a quick solution even if it is not an emergency?
I know the Customer Care team has bigger problems than the one I just mentioned and of course I wouldn't expect a quick solution, because they will proceed the way we do, troubleshooting and asking question to the end customer, and the solution may not arrive as soon as expected by our end customer.

Thank you so much for your attention.

Joichs Flores.

#Unsure/Other

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Joichs Flores
Cibercall USA Corp
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Totally understand.  That is why our support at Ttec allows customers to define their own severity when they open a ticket.  That one phone sitting in a cubicle is probably no big deal - 2 days is fine.  But, if the single phone belongs to your CEO or President, I believe you feel it is an emergency.  The number of actual users with a problem may not be the best indicator of severity - that is why our support organization went away from that.  Also, we make sure ALL our support staff is fully versed in all of Genesys Cloud so they can take the problem from cradle to grave and have escalation paths if anything goes beyond their learning.  

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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Deciding between opening a ticket or posting to the community can be a tricky one. I'm sure everyone has their own tests to decide, however how severe Genesys will perceive the issue is not one I use! I don't even know if Genesys use the # of users affected to prioritize tickets. A lot of times, I don't even fill that in as it isn't relevant to the issue at hand (how many users are affected if the issue is administrative, for example?)

For me, it often boils down to whether I feel the issue is likely to need some form of log analysis (client-side or server-side) If so - straight to Customer Care! The community is great for seeing if others are experiencing a similar issue, or for asking "how do I..." type questions. Customer Care is also my first recourse if the system isn't behaving as it should. For example, right now we have a ticket open relating to agent schedules not showing up in the Salesforce embedded client and another relating to transcriptions stopping with multi-segment calls.

I agree with Robert, though. It might only be one phone, but if it belongs to the CEO, you'd better believe they expect it to be treated as an emergency!

Also, there is nothing to stop you reaching out to both. Either to warn others of a potential issue, or to see if others have figured out a workaround / experienced the issue and found a solution whilst you wait for Customer Care to respond. Remember, you pay for support, so in my view, make them earn their fee!

Just my 10 cents.

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Paul Simpson
Eventus Solutions Group
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