Customer Support basics
Our Customer Support will help you in matters big and small throughout your Voyado journey. Have you found an issue or have a product-related question? Our support team always aims to provide a professional and personal support experience. To help them to help you, here are some best practices.
Let's start off with the basic requirements.
Requirements
To get access to support, you need to be an active customer or partner. We also recommend that you have taken the product introduction courses in Voyado Academy (request access here).
How to register a support ticket
If can't find the solution to your issue in an article, you can create a new support ticket. This is done by using the submission form in Help Center.
If your case is urgent (for example, Engage is fully unavailable or your business operation is severely impacted) then submit a ticket and then escalate the ticket via phone. Our support team can be reached during Swedish office hours and for customer on a Premium SLA you can use the incident response hotline listed in your contract.
Following up and tracking a ticket
In our help center you can follow up on your previous tickets once you've logged in using a magic link through email.
Some users have access to the organisation's tickets; contact your Account Manager if this is needed.
In and out of scope
Support queries:
Ongoing issues—troubleshooting and resolution (or workaround).
Past incidents—to help you better understand the system and identify common mistakes.
General questions on how to perform a certain task in Engage and information on how the system works.
General best practices (please note if your solution doesn't follow the standard setup, general advice may not apply).
Non-support queries:
Creating campaigns, automations and other daily routine business for you as a user.
Training or extensive guidance, consultancy or custom development.
Third party tools, setup and code.
Template design and troubleshooting. You may contact support to initiate the process, but in many cases your ticket will then be routed to our template development team for resolution.
Meet the team
To resolve issues and provide deep technical knowledge, our support team is divided into distinct groups. This allows us to work efficiently and contribute the right resource at the right level.
Customer Support, our 1st line, makes the first assessment of the case and escalate it further if needed. This team primarily support everything you can do through your browser, but also manages common technical issues, resolving non-critical cases.
Technical Support, our 2nd line, are focused on integrations and what happens "under the hood". They conduct further troubleshooting in complex cases, implement solutions and recommendations, and collaborate with the development team if needed to resolve an issue.
The developers in our product team are our 3rd line. They implement the solution in case of a bug, or, if the issue is very complex, provide the developer knowledge needed.
Are you now ready to submit your first ticket and work with support? Go ahead and try it here.