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Introduction to SANDSIV Support

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    The following section introduces the Support Portal and its functionalities. 

    You might also find this page useful https://support.sandsiv.com/hc/en-us/sections/200164792-General-info-for-VoC-Hub-and-Support-Center
     

    The Support Portal is the place where you can:

    • find information about sandsiv+ modules and functionality (through knowledge base articles or this education section) 
    • contact our support team if you have any questions or issues, which will result in a ticket creation
    • manage your support tickets
    • Report a bug or make suggestions for new functionality and improvements in the sandsiv+ platform 
    • check past and upcoming releases and features / bug fixes included
    • check the health status of the platform
       

    In this specific article you will find out how to:

    • activate your Support Portal account
    • access the Support Portal 
    • navigate the Support Portal
    • Submit a Request

     

    Activating your Support Portal account

    To activate your account you need to have been added either as a direct user to the Support Portal or as a user to your organisation's sandsiv+ instance. In this case you will have received an email from noreply@sandsiv.com with Subject: SandSIV - Your account was created. 

    The email will look something like this:

     

    This onboarding email allows you to access your company's sandsiv+ instance (by clicking the green Get Started button) AND to access the support portal (by clicking the yellow Request Password button). This will take you to a Zendesk Reset Password screen (https://sandsiv.zendesk.com/auth/v2/login/password_reset), where you can simply follow the instructions.

     

     

    ⚠️Important: Your login credentials (username and password) to the sandsiv+ platform and the support platform are managed independently and (depending on what you enter) may be different

     

     

    Accessing the Support Portal

    If you are reading this, you are already in the right place! 

    But just for completeness, this is the starting point of our support page: https://support.sandsiv.com/hc/en-us and the screen below is what you will see at first. 

     

     

    💡Good to know: Most information can be accessed without logging in, however for creating a ticket and accessing more detailed knowledge articles will require a login

     

     

    Support Portal Options

     

    Search or Browse for knowledge articles

    Our support portal contains a vast amount of articles and information related to the sandsiv+ platform. Before reaching out to the SANDSIV support team or your Customer Success manager with questions, we strongly recommend a self service approach to check existing information. 

    To do this we have the search box to help you find an article related to a specific question, e.g. what are the different questionnaire states:

     

     

    Alternatively, you can click on the Manual section to browse different articles grouped by sandsiv+ Module.

     

     

    Submit a Request

    Once you are logged in, you will be able to create a ticket through the option "Submit a Request" next to your user name in the top right corner of the screen. This will guide you through a process or describing your issue and providing necessary supporting information to help our team help you! More information in a section below.
     

     

    Check Product Releases

    Under the section "Product Updates" you will find our release notes to previous, current and upcoming versions of the sandsiv+ product. For example, you can see that our current version at the time of writing this article (marked with the star) is 12.4.2

     

    When you click on that link you will see details about the release, as well as the option to Follow this article. Infact the Follow option will register you for future product release notes communication (this can be a bit technical but some of our users like to have this information).

    Click Follow to register yourself for notifications related to Product Releases

     

    Check the sandsiv+ server status

    If you are experiencing any issues or suspected outages within your instance, we are most likely onto it already, but please check also our service status information at the bottom right corner of the support portal. 

    Clicking on the different options will give you detailed information about the specific services and their status. 

    You can also SUBSCRIBE to receive active notifications if there are any outages.

     

    If in doubt about anything, please reach out to support@sandsiv.com or your Customer Success Manager.

     

     

    Submit a Request

    While this has already been mentioned, the process of Submitting a Request needs its own section. 

    Not because it's complicated, but because we would like to give you some pointers as to how to do this in the most effective way so that we can help to answer your question or resolve your issue in the fastest possible time. 

    And don't forget to first inform & involve others and check for possible answers in our Knowledge Base and Education sections :). 

     

    💡 Good to know:
    • When we say Submit a Request, this is the same as Create a Ticket. Ultimately the request will create a ticket, becoming your conversation channel with our support team, and where you can then monitor the progress of your request
    • It is recommended to open a new ticket for each new topic and ticket type to ensure that they can be tracked and documented efficiently.

     

    The default interface for submitting a request is shown below, with the fields explained also in more detail:

     

     

    ⚠️Important: The ultimate goal of your Ticket description is to permit the reproduction of the issue so we can help you as fast as possible. A good description of the issue will help us accelerate the resolution of the ticket and save time for your work.

     

    Ticket Fields

    Field Name Description
    CC

    This option permits to inform and involve others VOCHUB user(s) in the ticket discussion and history.

    Note: only users registered in our Support Center can be added.
    Subject

    Subject/Title description to help identify the exact nature and place of the problem just by seeing the title if possible.

    GOOD: For example: “Inconsistency in gadget’s title after drill-down”, “Queries from VoC Mine are empty”, “Mistake in German lemmatizer”, “Percentage of total cases in VoC Mine doesn’t work”.

    POOR: "Error in Dashboard", "Survey doesn't work!"

    Note: Our Help Center contains answers to the most frequently asked questions in form of Suggested articles. After you've typed your subject, a drop-down list with articles concerning your subject will appear automatically.

    To gain resolution time please check suggested articles before submitting the request.
    Description The ultimate goal of your description is to permit the reproduction of the issue. A good description of the problem will support the resolution time and avoid time-consuming clarification “ping-pong” mails.

    See the next sections for some DOs and DON'Ts and examples of each.
    Impacted Module Select the app/module involved (eg Feedback, Mine, VOC Act)
    Ticket Type

    Not all support requests have the same severity: sometimes, you need to let us know that your entire business process is down or you are missing a couple of surveys answers out of a thousand, while other times, you want to ask a simple question. 

    The Ticket Type description's purpose is to help us understand and prioritise your issue as quickly as possible, so do your best to choose the ticket type that best represents the situation, using the definitions above as a guide.

    Choose the adequate ticket type according to our Ticket Type Definitions 
    Attachments Enrich your ticket description by adding additional attachments like documents (xls, pdf, doc, ppt), pictures/screenshots (jpeg, tiff, gif), and/or movies showing exactly the origin of your issue (mp4, mpg).

     

    Ticket Description DOs and DON'Ts

     

    DOs

    • Provide Description of the exact place where the issue is found (VOCHUB module, Survey Id/Question Id, WEB/DIGI/IVR/SMS channel or Dashboard name or URL / Link incl. gadget title in the dashboard, etc.). 
    • Describe the steps you did and the expected result to get the undesired result in a way that our Support can reproduce it and find out if it’s a bug or not.
    • Include the Support portal link where the you were looking for the solution but did not find it. In this way, Sandsiv can improve the Support portal by adding any missing or correcting incomplete articles.
    • Use internal Group know-how to better share the recurring questions, avoid repetitive topics Tickets, and time-consuming waiting periods.
    • As all human beings we appreciate polite exchanges, although we do know that there are sometimes moment of frustration. 

    Example:

    We noticed some strange behaviour with the DIGI channel survey results (Survey ID 10) - we have surveys with no metadata, but we send them at with the import request. 

    Our assumption was that such surveys are only Terminated or Expired, i.e. customers didn't participate in the survey, so no metadata is sent for the request. But in the export files, there are surveys with missing metadata and in-state Completed or Aborted (Partial), as well as Terminated and Expired.

    Could you please give us more information is this an expected behaviour or there is an issue? In our internal log files, we have metadata for all these requests, so there is no chance to be not sent in the request. 

    We didn't find any information for such behavior in: https://support.sandsiv.com/hc/en-us/articles/208093135-Surveys-Questionnaire-states

    Attached you can find two files:

    1) Export file for DIGI survey (Survey ID 10)

    2) Our internal log file with requests + metadata

     

    Thank you for your support

    Mickey

     

    DON'Ts

    • providing a generic or ambiguous description or your problem that cannot be replicated unless there are multiple messages exchanged back and forth.

    • not checking first the support portal for existing articles and information related to your request

       

      I created an invitation email for a client, related to this survey:

      HTML_TEST_v2

      ID = 358

      Lang = IT

      and the client claims that he see it in a bad way.

      Can you have a look to it, pls.

    Please watch this video for a more detailed explanation on how to open a ticket:

    to add How To open ticket video but need to compress to <20MB first> https://drive.google.com/file/d/1ZSD7kIiWDccLroeJFb0NnGOowa8Jqs7e/view?usp=drive_link

     

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