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How do I open a "good" support ticket

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Community Manager

Re: How do I open a "good" support ticket

Question or Problem Statement:
How do I open a “good” support ticket and get the fastest answer?

Solution:
A good issue description and a few key details can go a long way to reduce the time to resolution on a given issue by reducing the number of email exchanges and questions a support agent must ask before real troubleshooting can begin, and a solution provided.

Your ticket should contain the following:

  • Your tenant ID and environment
  • Pre granted access to tenant, and/or Salesforce as required by the issue outlined (Support Agents must be given written or verbal permission to access your Zuora or Salesforce tenant as it's generally not assumed)
  • A clear and detailed problem statement which outlines the issue or question including your business use-case/impact if necessary
  • Examples if necessary (links, screenshots, attachments)Links to Knowledge Center / Support Forum articles which you have previously reviewed
  • Steps to reproduce if the issue is conditional on following a given sequence
  • API details as sent to Zuora (request details, dateTime information, full query request and response payload including http headers, etc)
  • Error details

Supporting References:
https://knowledgecenter.zuora.com/BB_Introducing_Z_Business/Policies/Global_Support_Scope

 



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