Submitting a ticket directly from the Contivio softphone ensures that issues tied to specific agents or calls are addressed efficiently. Here’s how to do it:
Step 1: Access the User Bar
Locate the User Bar at the top of the softphone. This bar displays your agent name and is where you manage break statuses.
- Click on the User Bar to open the drop-down menu.
Step 2: Open the Settings Menu
From the drop-down menu, click on the Settings Icon to access the settings menu.
Step 3: Open the 'Customer Support' Section
Within the settings menu:
- Click on Customer Support.
- You’ll see the Report an Issue form.
Step 4: Complete the Form
- Select the most relevant issue type from the dropdown menu. Make sure to enable Remote Diagnostics.
- Use the Description Box to provide a detailed explanation of the issue. Include any steps leading up to the issue and relevant context.
Step 5: Submit the Ticket
Once the form is completed, click Submit. You’ll receive confirmation that your ticket has been sent to the support team.
Why Submitting Tickets from the Softphone is Important
When issues pertain to a specific agent or a particular call, submitting a ticket directly from the softphone is the most effective way to report them. Here’s why:
- Immediate Context: Submitting a ticket right after the issue occurs ensures our support team can quickly locate the relevant call or logs.
- Faster Diagnosis: This context allows the support team to diagnose and resolve the issue more efficiently.
Whenever possible, always submit tickets through the softphone immediately after an issue. This helps us provide the best possible support.