Deeper Dives - Support
Here at Igloo, support is an integral part of our customer experience process, and covers a lot of roles. We answer ticket submissions, report bugs, log feature requests, consult on implementations and technical calls, keep the Knowledge Base up to date, and write Tips & Tricks posts. We often get to know clients, and work with them through the challenges of their implementation, and through the changes and adjustments of each release.
Clients have specific support entitlements, spelled out on igloosoftware.com and as part of their contracts, so I won't repeat them here. If you have a free digital workplace, you still have access to support through the forum here in Customer Care, as well as through the Report a Bug option in your Control Panel. What I want to focus on today is things that all submitted issues have in common, to expand on the support process, and offer tips on how to expedite things for everyone involved.
Every contract includes the named support contacts for your digital workplace, and the support team can only act when authorized by one or more of them. For privacy and security reasons, we're not permitted to access your Igloo or information concerning it without a submission from an authorized contact. If there's a change that needs to happen in your Igloo that's within the scope of the support process, we won't be able to make it without the explicit written consent of an authorized contact. Don't know who your authorized contacts are? Check with your Customer Success representative, they'll have them on file.
We're strict about this for more than contract reasons. The privacy of your Igloo is vital. That's why your digital workplace audits every action taken by implementation or support people when we're engaged. Like any other member, we appear in the activity audit of areas, as well as in your datafeeds information, giving your administrators full visibility into our navigation and audited actions.
Once we have a ticket from an authorized contact, we investigate. More often than not, this means collecting the right information and routing the matter to the correct team here at Igloo to see it through to resolution. If you find a bug, it goes to the Development team, where they'll establish a priority, investigate the root cause, and put a resolution into place. If you're looking for customizations, it needs scoping out with your Customer Success representative, and will wind up with our Solutions Development team, who work on digital workplace-specific implementations.
Domain changes go to Cloud Services, and feature requests are passed up to our Product Development team. In the case of a feature or a bug, we'll always provide you with the id, to make it easy to follow up on even after the support portion of the process is closed out. Referring to that id in future conversations will give us exactly what we need to provide updates.
During investigation, we may ask for screenshots, logs, additional tests to reproduce the issue, and error information if any is presented. However, Igloo Support will never ask you for your password or credentials.
When you first contact support, there's usually an exchange of questions so we can gain visibility into the specifics of the issue. Including the following information in your report can answer those questions right away, and save you time on the back and forth.
- A detailed description of the issue: if there are several issues, try to focus on one issue per submission. That lets multiple people on our team work in parallel on issues, and keeps exchanges direct and to the point.
- Scope: the approximate number of members the issue affects.
- Priority: is the issue impacting work that's central to your digital workplace, or is it an incidental that you noticed?
- Steps taken when encountering or reproducing the issue
- URL: if the issue was noticed in a specific location, please provide the URL. This can be especially essential for screenshots, which can provide additional context.
- Error information: if there is an error code or message please provide screen captures and copy and paste the error code into your message.
- ILST log file: if there is an issue with the Igloo LDAP Sync Tool, please also include the log file (ilst.log)
With those additional details, you'll be able to save a few steps in the investigation process and reach a more timely resolution.
If you have questions about the Igloo platform, workflows, or best practices, you can leave a comment here, or ask a question in the Community area.