Submitting tickets - What we need to process your request and how to get in touch

One of the main strengths of the CloudRadial CSA is that we employ forms to capture information and put it in front of the technicians so they can diagnose and solve problems effectively. Unfortunately for CloudRadial, our product is not designed for a software company, and we have to use an alternate system (Zendesk). Zendesk forces us into a specific form and doesn't allow us to capture all of the information in the same way. This article describes what information we need to diagnose, troubleshoot, and quickly solve your issue.

• Submitting a Ticket
• Scheduling a Meeting
• What information do we need?
• What information can't we use?
• A note on outbound calls

Submitting a Ticket

When submitting a ticket, you should always use the form at https://support.cloudradial.com/hc/en-us/requests/new. This form lets us prioritize your ticket effectively and route it to the right technicians. Email submission is the slowest way to get support, not just here at CloudRadial but at every service desk.

Scheduling a Meeting

Sometimes, you need to talk to someone sooner rather than later. To schedule a meeting, please use the appropriate links below. Before scheduling a meeting, we require a ticket to be submitted first. This is so our technicians have an opportunity to view the issue, and we can go straight to troubleshooting during the meeting.

https://radials.io/Support15 - For General Questions

https://radials.io/T2Support15 - For Enterprise Clients

https://radials.io/Escalations - For escalations that need direct service manager support.

What information do we need?

The most basic information we need is the 5 W's.

What is the problem?

• Please add as many screenshots as possible, ensuring each screenshot includes not only the error but also the entire page containing it. This will help us reproduce the error.

Who is having the problem?

• Please send the User and Client.
• Let us know if there are multiple users and multiple clients having the issue as well.

Where is it occurring?

• Is this happening in the CSA? Is it a problem with an integration? Is it something in the PSA?
• Does it happen when you perform a specific action?

Why?

• We want to help you configure your product most effectively. Please remember that MSPs share many similarities, but they also use the products differently. If you can explain your intent, it will help us tailor a solution to meet your needs.

When did the issue start?

• A lot of the time, figuring out when the issue started directs us quickly to the answer. 

What information can't we use?

Please remember that any vague or subjective phrases make the troubleshooting process slower. 

• This has been happening for months!
• It's so slow!
• It's broken; fix it now!

A note on outbound calls

Please be aware that we do not offer phone support. In software delivery, we need to see the problem we are troubleshooting in a screen-sharing session. This also allows us to record the issue and, if needed, send it to our development team. Doing so gives us a faster turnaround on any bugs we may find. This also allows sharing the issue with the rest of the team if the technician on the screenshare cannot resolve the issue during the session.